Innovation and Process: What Football Teaches Us About Customer Experience

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A friend of mine, the Head of a Middle School, wrote the following as part of his weekly letter to parents. He is working hard to balance change and innovation demanded by modern times with the tradition and process long revered in student education. His message also rings true for service innovation in business and government organizations:

“When Brazil defeated Italy in 1970 for their third World Cup in 12 years, football aficionados claimed it was the greatest team ever with the greatest player ever, Pele. Four years later, it was the West Germans who defeated the Dutch in Munich to seize the World Cup, led by their brilliant defenseman, Franz Beckenbauer.

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How to Use Service to Charge Higher Prices and Grow Market Share in a Price Sensitive Market

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Indian telecommunications is one of the most commoditized, competitive, and chaotic markets in the world. Hundreds of stores sell identical phones and tablets. Price competition is intense. Customers are spoiled for choice. In this challenging market, one company consistently charges higher prices, but has also enjoyed sustained growth and profitability over decades. How can this

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5 Stealth Ways to Make Air Travel More Fun

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This article was published by Chester Elton on LinkedIn. I have flown millions of miles on several airlines, which means some weeks I spend more time in the air than on the ground. While most of the time I find decent service on my flights, there have been a few trips where ground or flight

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