Category Archives: Business and Innovation Strategy

Innovating for a Worse Customer Experience (Insights from United Airlines)

This week’s debacle at United Airlines highlighted a darker side of Innovation. While this was an extreme example of terrible customer service, I think it is merely the tip of the commercial innovation ‘iceberg’ that has been pervasive in the airline industry for many years.

The Only Three Swim Lanes that Matter to a Business

  In the course of my training with business leaders, we inevitably come to the existential business question… “What is the purpose of a business?” This is a great question, and one with a very simple answer. The purpose of a business is to create value. That’s it.  To create value.  Plain and simple.  That ...