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IBM: Early failure is a necessary investment in innovation

I’m reading Switch: How to change things when change is hard by the Heath brothers and in one of the middle chapters called Grow your people there’s a very important lesson on the topic of the fear of failure when provoking change. Here are some thoughts: Since everything is hard before it is easy, in [...]

How to change your customers expectations

Just had one of those exchanges where a business owner says they offer the best customer service but can’t really tell me what exactly is ‘great’ about what they do. Hmmmm…   If you’re advertising that your car wash ‘is a must live experience’ then I have an expectation, and that wasn’t met, especially when [...]