The day after she turned fourteen, my mum (number ten in a family of eleven), woke early to catch the bus that would take her to work at her first full-time job in a sweet factory. I don’t remember her telling me about how she got the job. It’s likely it happened through word of…

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You can spot the best restaurant on Melbourne’s Bourke Street a mile away. It’s the one with fresh flowers on the tables outside and the gleaming windows. If you’re there early enough, you’ll see a professional window cleaner meticulously washing and polishing the glass every other morning, long before the first groggy coffee order is…

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There are many reasons why Melbourne has been crowned World’s Most Liveable City four years running—great coffee is just one. It’s impossible to walk a hundred metres in any direction without stumbling on a place to grab a ‘good enough’ macchiato, so there’s a lot of competition in the coffee business and no shortage of…

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Consistent marketing… Demonstrates a clear understanding about who the product (and thus the marketing) is for. Focuses on the change being created for the customer rather than on what is being sold. Aligns with and reinforces the company’s purpose beyond a single bottom line. Communicates love for and to the customer. Doesn’t feel like marketing.…

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Earlier this week Bob Lefsetz wrote the following line in a post about Elon Musk; “We know greatness when we see it, we clamor for it. We want to get closer to it.” We also want to emulate it—to understand the qualities and characteristics that elevate certain leaders, businesses and brands above the rest. Analyse…

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Have you ever noticed what happens at the organic cafe? As the customer places an order he asks what’s in it. This happens almost every single time. The experience, our posture and products—the story, create the customer. When we encourage people to believe something matters, we attract the kind of people who care about that…

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Data collection shouldn’t simply be about looking for proof or testing your assumptions. Your questions are not always about collating the right answers, often they are about finding out who the right people are. The idea isn’t just to get the data, it’s to understand the people who want to be understood. That way you…

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Every September while my son was growing up there was a ritual to be upheld. Of course we had the usual beginning of school year things to do and a checklist to follow, but what Adam really cared about more than all of that, was choosing the football boots he would wear for that season.…

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It’s rumoured that Tumblr founder David Karp will get $250 million from the deal his company signed with Yahoo earlier this week. Do you think that’s what really matters to him? Was this the prize he had his eye on six years ago when he started? Could money have been the answer that was top…

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