Month: August 2008

Thoughts on Value Innovation

I’ve been reading how high-growth companies, even in bad times, spend little time thinking about staying with their competitors. Instead, they make their competitors irrelevant. How? By continuously trying different things. High growth companies—irrespective of their industry—all described what has been called the “logic of value innovation.”  Firstly, don’t try to get better than your …

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Mystery or Not? Guaranteeing Customer Satisfaction

I generally don’t opt for mystery shopping. Why? Because I’ve found owners with their feet on their desk as many times as I’ve found employees engaging in the same sport. But when the opportunity came to do mystery shopping for several fast food restaurant chains, I jumped. Why? Because statistics indicate that if your business …

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