Tag Archives: FedEx

To innovate better to ask for forgiveness than to ask for permission

Cultures of innovation are naturally dynamic. Employees think of new ideas and try them on the fly. Processes and procedures are fluid. There often is no one right answer to a problem, but rather experimentation drives many projects, efforts, assignments, and ultimately opportunities for improvement.

With that said, in my neck of the woods, businesses are the complete inverse.

Take a recent experience I had with the marketing manager of a telecommunications company based in Tijuana. With Startup Weekend Tijuana 4 coming this week, this marketing manager enthusiastically let me know that she signed up to participate. “Great!”, I said. But there was one minor problem: she didn’t want me to tell her boss about it.


According to her, the boss doesn’t want people to have their head occupied in anything other than what they’re supposed to be doing at work.

Sound familiar?

If you don’t like how things are done, tell a different story

If you don't like where you are going change your direction

A typical marketing and sales person recently asked me why I don’t place ads on my blog to generate additional revenue. Being that this blog gets between 6K – 9K visits/month, I’m in a very good position to do so (I have gotten requests from companies to place ads). But, I don’t want to place ads.

I simply don’t like advertising. And, generating revenue from ads is not a narrative I want to be a part of.

When he heard my response, he thought I was crazy. In his own words: that is not smart.

my fedex order

Surprise and Delight: Two words that enable a memorable customer experience

Technology is an enabler. What is its hidden power when it comes to crafting a memorable customer experience?

Today more than ever, because of the rise of mass communication and customization, having a unique customer experience is a differentiator. Here’s how!

I recently purchased a new laptop directly from HP. Today, the process of buying online is commonplace. We all know the process: you buy, you get a receipt in your email, you then get a follow up receipt with the estimated time and a tracking code. With tracking code in hand, you get to see where your new toy is.

Knowing where your toy is and estimated time of delivery creates a sense of security, but also a sense of anxiety. And, if taken advantage of, a huge opportunity to “surprise and delight” to the provider. Let me explain: