Social – from your customers’ POV

Consumers of social media are getting bored. And I’m getting bored with social media too.

I wrote a blog post about this before titled “I’m bored of social media” which gained a lot of traction. The reason I think people shared it so much is because they too feel the same way. Also, the title perhaps is a little bit surprising considering what I do.

2016: The Year Of…

So apparently I have a thing I do. I didn’t do it consciously, but I guess I have done it regularly: to declare the theme of the year in retail. I went back and looked at all of the articles I’ve written, and this trend started in 2009, when I declared it “the year of the customer”. Here are the rest of the years.

“Introducing Kanban through its values”, three years on

Exactly three years ago today I published Introducing Kanban through its values. Not only is it still (and by some considerable margin) the most popular post on this blog, it is no exaggeration to say that January 3rd 2013 was a career-changing moment for me. Suddenly, I was Kanban values guy.

An “Aha!” moment three decades in the making

Artist and philosopher Mitsuo Kakutani told me something that changed my life and business forever–though it only soaked in thirty years later. He said that in our twenties we kick up our heels; in our thirties we plant roots; in our forties we discover who we are; and in our fifties we find wisdom. As […]

Lush tops Which? customer service survey

The annual customer service survey from Which? is out and the usual suspects feature at both the top and bottom of the list of the 100 big brands rated. You can read the full results here but we’ve summarised the highlights here.

Kanban from the Inside: 20. Model workflow

It’s important to remember that the result that we’re working toward is a working kanban system, not a static model. It’s best not to get too attached to the products of this exercise—they will quickly lose their value once the system begins to evolve.

I’ll keep this simple by assuming that there is just one main workflow involved. If you have more than one, you can take each workflow in turn or use one as the baseline by which the others are described.

Kanban from the Inside: 15. Economic approaches to flow

We’re at chapter 15 of Kanban from the Inside, on economic approaches to flow. This excerpt expands on the third of three principles of Real Options as identified by Chris Matts and Olav Maassen: Options have value, options expire, never commit early unless you know why.

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