At every strategy meeting, in every company boardroom and entrepreneurial hub around the globe, you will hear some version of the requirement to ‘put the customer at the centre’ in everything we do. These words are easy to preach from on high and harder (but not impossible), to implement at a grassroots level. The key…

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It isn’t just your mind that responds when you get an email with the subject line ‘urgent’ or ‘important’. Your heartbeat increases, your muscles tense and your breathing gets faster. You feel bad. Your day is thrown off course, if only for a moment. We hate these emails and resent people who fail to communicate…

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We’ve been using focus groups for eighty years in an attempt to understand how to create things people want to buy and messages they want to hear. And while we question what our customers like and what demographic they fit into, we rarely think about who they are beyond the choices they make. What if…

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How thirsty is the college student who pays almost $5 for a Caramel Macchiato at Starbucks? Did the fitness instructor really need to upgrade his iPhone 6 to a 7? Can the mother who religiously gives her kids vitamins each morning prove that they work? When the CEO hires a contract lawyer is she paying…

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When Amazon.com was still in its infancy, Jeff Bezos, the company’s founder and CEO had this to say; “In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” Shouting brought us Pop Tarts, Alka Seltzer…

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There’s a tiny hole-in-the-wall florist in the heart of the city, close to big office buildings and the cafes where people meet for breakfast and lunch. If it were an ordinary florist it would be the kind of place people would walk past on their way to somewhere else. The neighbouring florist’s made-to-order, elaborate, cellophane-wrapped…

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“You’re here for the Valium?” blurted the dental receptionist as they arrived. The young man looked blankly at her and then at his mother. He was about to have three wisdom teeth removed under local anaesthetic. He had arrived early to be prepared for the procedure and dutifully took the 20mg of Valium given to…

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I’ve spent the last two years writing, speaking and consulting about how to succeed by making your ideas resonate with the people you want to serve. My new book Meaningful: The Story Of Ideas That Fly is the culmination of that work. Our new digital landscape has spawned an entrepreneurial culture and the belief that…

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