Bonus Cartoons you haven't seen
Cartoon Back Story! Each year we develop more than the twelve cartoons we publish in the calendar. This year's two extras seemed...
Whose Problem is it Anyway?
How do you line up the right parts of organization to take ownership of customer issues? Over the last twenty years there seems to have...
Too many tweaks spoil the model
Operating models degrade unless managed well – a case study In most organizations today change is a constant. The change can be driven by...
Pre-emptive Strikes
It can be cheaper to reach out to customers rather than have them contact you! A few years ago, it was expensive to contact a customer...
Five Forms of Friction Fighting
Five proven techniques to follow a frictionless strategy Summary In our last paper we argued that removing friction for customers was a...
Frictionless ticks all the boxes
Why all consumer facing organizations should try to be Frictionless – because it is better for customers and cheaper Summary: This paper...
