High Tech, High Touch John Naisbitt coined the phrase “high tech, high touch” in his 1982 book Megatrends. Facebook epitomizes the application of the concept in its business model. Naisbitt made the point that as technology permeates our lives, there will be a countervailing desire for human connection. Oftentimes our mobile devices seem to cut [...]
"There is nothing so useless as doing efficiently that which should not be done at all." -Peter Drucker EFFECTIVENESS must come before efficiency. Effective means creating value for a customer. Processes must be designed to eliminate activities that do not add value. This is an important source of competitive advantage.
Ask... ...forgiveness for a failed, brave idea (but not permission to pursue it). ...for a peer’s perspective. ...for a leader’s lessons from their journey. ...for a customer’s feelings about your product or service. ...why not when your idea is rejected. ...why until you get to the root cause.
Surprise...But Don't Be Surprised. Surprise your customers by exceeding their expectations. Surprise your employees with something thoughtful and appreciative. Surprise your competitors with a disruptive product/service offering. And when something unexpected happens...observe carefully and orient yourself to the new situation.
There Is a Secret to Profitability in The Online Age and You Probably Already Know It On a recent shopping trip (an infrequent event for me) to Downtown Summerlin for dress slacks I visited Macy’s and Dillard’s. My perception prior to the trip was that these two retailers were very similar. Indeed, in terms of [...]