In our imaginations, we plan for perfect. Perfect products bought and loved by perfect customers—who only show up on our best days. The days when we are perfect. Of course, the reality can’t always live up to the imagination. So we need to have a plan for when we’re far from perfect. The companies that…

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YOUR COMPETITORS DON’T… 1. Obsess about how their products and services make customers feel. 2. Help people to ‘buy in’ and belong (not just to buy). 3. Make something that’s not for everyone. 4. Question how they could do it better. 5. Listen twice as much as they talk. 6. Do what they say they…

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The service at the restaurant is only as good as the investment the manager makes in staff training. The quality of the website’s user experience is a reflection of how many hours the developer spends testing and tweaking. The hours of research the journalist conducts before writing a single word shines through in the genius…

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Almost one in five people who order an ice cream in the U.S. today will order vanilla. Vanilla then is an easy flavour to make because we know that most people won’t have an objection to it and 17% of people are likely to order it. It feels more risky to be the company that…

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