No, I’m not talking about Donald Trump. Gillette just announced that they are dropping their prices 20% after losing significant market share. Their position has eroded from 70% of the… Read more »
Blog
Party like it’s 1999?
No – not yet. I’d say it’s more like 1996. In the development of the next bubble, we are at the Yahoo or Netscape going public moment, which was in… Read more »
The Worst Customer Experience in the World?
40,000 Americans are killed every year by a legal product made and sold in America. This qualifies as the single worst customer experience. I’m not talking customer frustrations because the… Read more »
Are you a good customer?
By Phil Terry and Ken Surdan Travis Kalanick, CEO of Uber, yesterday mistreated one of his drivers and thereby showed us how to be a bad customer (and a really… Read more »
Why most products suck
Why oh why? I’ve thought a lot about this question since I began advising and consulting in the early 1990s with companies like Kurzweil Applied Intelligence. I kept asking this… Read more »