Necessity is the Mother of Customer Co-Creation

Necessity is the Mother of Customer Co-Creation

Necessity is the mother of invention. And few things are more necessary to the success of an organization than customers. Leave that thought on the page and we will return to it very shortly. Napoleon knew that a military force was only as successful as the food it...
The Parable of “He Waved Back”

The Parable of “He Waved Back”

It was raining hard. I was in the edge of a small town near where I live in a long line of “stop and go” traffic all slowed by the single traffic light in the center of town. A car from a side street was waiting to get in the line. I left a space between my car and...
Deliver Pontoon Customer Service

Deliver Pontoon Customer Service

Pontoon boats are fantastic! I have had my share of speedboats, rafts, and canoes. But the versatility of a pontoon boat cannot be beaten! It can carry eight people on a leisurely late afternoon boat ride complete with proper adult beverages. It can make grandchildren...
The Season of Customer Imagination

The Season of Customer Imagination

All my life, I thought leaves departed trees in the fall because they got too old to hang onto the branch and gravity bested their grasp. It does not work that way. Trees literally release their leaves from the limb. Here is how a leaf becomes the prey of gravity....
What If Your Customers Ran Your Business?

What If Your Customers Ran Your Business?

I was working with a client in Alexandria, VA. At lunch, I wanted a simple sample of Old Town cuisine and walked to a small diner a few blocks from the Kimpton Lorien Hotel where we were meeting. The staff was noticeably happy and eager to please. The food was...