In the rich world, we’re unlikely to solve our obesity epidemic any time soon. Weight gain will change the financial arithmetic of many products and services. Wise companies will innovate to develop propositions that meet the physical, social and identity needs of overweight consumers. … Read More

The iPhone is one of the least usable phones for sending text and email but gets the highest consumer satisfaction of any smartphone. Why? It’s designed around experience not features. … Read More

Premature genius is one of the most overlooked challenges of product development. To visualise the problem, think of a change curve. Launch too early and no amount of marketing and development spend will get you to take off. Launch too late and you may not catch up with competitors. … Read More

Evading customer contact is an easy response to high contact volumes that makes customers angry. Much better to implement a disciplined service management framework that lets you be easily contactable without drinking from the fire hydrant. … Read More