5 Things That Create Ridiculous Customer Experiences: Can't we avoid Catch 22?
The other day I was on the phone with my insurance company because they had rejected, for a second time, a procedure for my son which was performed by a...
Are You Worldclass Online? Seven principles to think about...
The other day I was talking with my partner Jamie Yoder about a client who was asking him: What does it mean to be a world class online organization? Here...
Blue Water Thinking: Why deep innovation is so hard
The true sign of intelligence is not knowledge but imagination. -- Albert Einstein Deep innovation is really hard. If you have ever swum in the open ocean,...
Can Behavioral Economics Bend the Healthcare Cost Curve? Reports from the field!
In the great debate and political firestorm surrounding healthcare it is easy to forget that the majority of the medical problems people have are due to...
Economics of Cognitive Work Part II: Exploring the B2B Paradigm
In a recent blog post I began to explore some ideas concerning the nature and economics of cognitive work in the modern corporation. I made a distinction...
Innovating at Scale in a Successful Company: What Microsoft Could Learn from Lo
Large successful organizations have a hard time creating large scale innovations. When a company's on the brink of death, they entertain many radical...
Innovation and "Noble Failure": Lessons from Dave Pottruck
My dear friend Dave Pottruck was co-CEO at Charles Schwab (along with Chuck himself) when they reinvented themselves from being just a bricks and mortar...
Innovation Lessons From BP's Misery
The ongoing tragedy of BP's well disaster makes me both sad and mad at the same time, and I've been trying to think if there is anything useful to learn...
The Economics of Cognitive Work: Some initial ideas
I have been long fascinated by the economics of cognitive work and I plan to explore this topic across a number of blog entries. I use the term cognitive...
The Importance of The Sales Cycle in Getting an Innovation Off the Ground
Time hurts all deals. -- Anonymous A key reason innovations fail is that inventors neglect to correctly assess how long it takes to sell something truly...