The amazing business model of Santa, Inc.

When the success of your organization depends on global delivery within a window of just 24 hours, it’s imperative for your logistics and delivery systems to be flawless. Add to that a strict focus on delighting the customers using processes that rely heavy on outsourcing and you can see just what a challenge it would be. Wait a minute! There’s also that whole “deliver significant shareholder value and growth, year after year” thing. Daunting? Yes. But not for Santa, Inc. read more >

Product Managers: Doing nothing is a lot of work

It’s a question every product manager faces: What do you do, exactly? I got it from a newly appointed Executive Vice President of Marketing, to whom all the Product Managers reported, about eight years ago. After a short reflection, my answer was simple. Sort of. They do nothing—but it’s a lot of work.read more >

Passion and care: Business lessons from the top chefs

Check out the Netflix show, Chef’s Table or the PBS series, The Mind of a Chef (also on Netflix), and you will witness some of the world’s top chefs and how they achieve stardom by focusing on passion, customer care and a deep attention to detail. You will see how the whole experience they deliver is crafted with care. These are techniques that can be used by just about any business, large or small, in their own strategies, culture and operations to achieve their success in their own fields.read more >

Microsoft’s transition to a customer-centric company

When you think about a large customer-centric technology company, you will almost certainly think of Apple. One that almost certainly didn’t make it to the top of your list was Microsoft. Yet, it is clear that the Redmond, Washington, giant is undergoing a massive transformation and is reinventing itself as leader in customer delight, crafting every product and service with care.read more >