I was recently in Melbourne, delivering the opening keynote presentation at the AHRI (Australian Human Resources Institute) National Convention. These are senior leaders and managers
We tend to think that everything is moving online and digital, but that’s not always the case. It might be true that we don’t buy
In May 2006, a Malaysian IKEA fan who goes by the pseudonym Jules Yap started the Website IKEAhackers.net, posting interesting examples of IKEA customers who
Jaime Casap, Google’s Education Evangelist, said this: “Don’t ask kids what they want to be when they grow up. Ask them what problem they want
As a young software developer working for a small software company in Perth in the 1990s, I was involved in building some of the infrastructure
There’s a lot of buzz about being more customer-centric, but most experts and advisers miss the most important element of customer-centricity. Without it, you will
In Auckland, there’s some discussion now about building a light rail system. Like many topics that are open for public discussion, interested residents can have
I was speaking at an aged care leadership conference about the challenge of increasing competition and client choice. The aged care industry is growing, because
Apple and Google are both customer-obsessed, but they have different approaches and attitudes to their customers. Which approach is more likely to make you future-proof?
In the past, business was easy: Find out your customers’ problems and figure out how you can help solve them – better than anybody else.