Random Articles

• Defining On-Stage & Off-Stage On-stage; where employees are likely to bump into customer. Off-stage; where they are not. It’s one of my favorite ideas from The Experience Economy is that of on-stage and off-stage. Preventing off-stage behavior from occuring on-stage is the key to a good customer experience. My wife has a recent example of where the two collided for a poor customer
• Growing a Business - Today, 20 Years Later I completely disconnected from phone, computer, internet, for a day and a half this weekend. Much of that time was spent reading Paul Hawken’s ‘Growing a Business’. On my way through the book, I had to keep checking and double checking the publication date (1987). Growing a Business reads like Cluetrain Manifesto (2001) - commerce is
• Stay Hungry  When I drew this up earlier this today, all I had was a sentiment. Nothing in the way of an explanation - though, I suspect you know which side of the cartoon I fall on. Since then, this tasty bit rolled through the attention stream: “I don’t think totally free is good for anyone. It devalues technology.
• The Business Models of Water As a follow-up to How to Build a Business from Podcasting I thought I’d share this with you: There’s a case of Ice Mountain bottled water in my kitchen (the extra big case from CostCo). There’s also 2 Brita pitchers in my fridge and 4 Nalgene bottles - of different sizes - in the cupboard. The
• Short Message Silo  Jaiku’s growth strategy is getting Twitter’s overflow. But only if you look at it from a winner-take-all, one-silo-for-everyone, perspective. Look at email. I like Apple’s Mail.app. Lots of other people like Gmail. I still know people that swear by Eudora. Despite the different applications, we all still get the messages from each other. The short