Amazon
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Disruption-Proof: How Entire Sectors Avoid Transformation
There used to be a question posed when Amazon first began eating into entire sectors – such as cloud computing, groceries, streaming video, and healthcare. Where won’t Amazon go? Is any sector Amazon-proof? Today’s question is where won’t disruption go?… Continue reading
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What To Do When You’ve Become A Legacy Organisation
The outside world can push you into Day 2 if you won’t or can’t embrace powerful trends quickly. If you fight them, you’re probably fighting the future. Embrace them and you have a tailwind Jeff Bezos Highlight of my week… Continue reading
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A Relentless Focus On Efficiency Can Kill Innovation
Why do organisations who say they are innovative fail to put their money where their mouth is and invest in innovation in the same way Amazon do? Continue reading
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Smaller, Flatter, Faster. Is The Two Pizza Team Finally Going Mainstream?
This weeks post looks at the two pizza team which was popularised by Jeff Bezos. In the early days of Amazon he instituted a rule that every internal team should be small enough that it could be fed with two… Continue reading
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Four Factors Hindering Transformation
The problem with good service design is that you don’t notice it. It’s only when you experience truly bad design that you appreciate the good stuff. That’s why so few organisations are design led. They focus on designing out the… Continue reading
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What We Can Learn From The Oldest Companies in The World
Shigemitsu Kongo, a Japanese Buddhist temple builder, formed his construction company Kongo Gumi in in 578 AD. His company built relationships with their customers that lasted for 1,400 years, surviving through many wars and natural disasters, just like their temples. It… Continue reading
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The Rise Of Business Bullshit – And How We Can Fight It
“One of the most salient features of our culture is that there is so much bullshit. Everyone knows this, but we have no clear understanding of what bullshit is, why there is so much of it, or what functions it… Continue reading
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Why Small Teams Win
In the early days of Amazon, Jeff Bezos came up with a rule: every team should be small enough that it could be fed with two pizzas. The ‘Two Pizza Rule’ signalled that Bezos didn’t want more talking, more line reports… Continue reading
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Avoiding The Yo-Yo Effect of ‘Corporate Change Convulsions’
Speeches you never hear at a corporate conference: “….. Our Transformation Programme is going to be small and imperfect. We are going to do many small things that probably won’t work straight away.’ – Chris Bolton In the early 1960s, a New… Continue reading
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Why Transformation Fails – And How To Avoid It
The concept that 70% of change and transformation programmes fail emerged in the mid 1990’s. There’s actually little evidence that this is true. The 70% figure seems to have emerged because of a lack of clarity about what success looks… Continue reading
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Know Your Customers, Just Never Ask Them What They Want
We do not really know what our potential users will really respond to, what they will understand or what they’ll hate until we really see them using it –Jonathan Courtney If you are working on any new service change or… Continue reading
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Lessons From a Year Spent on a Two Pizza Team
Work alone. You’re going to be best able to design revolutionary products and features if you’re working on your own. Not on a committee. Not on a team – Steve Wozniak In the early years of Amazon , as the… Continue reading
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Don’t Listen To Your Sector: Be More Weird
Had a bit of drama over the past week. I’ll recap it for you as quickly as possible – as most readers of this blog don’t work in the same sector as I do. Essentially Mick Kent, my CEO, wrote… Continue reading
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5 Lessons in Simple Customer Experience (Indonesian Style)
A new report puts Amazon, McDonald’s and First Direct as the leaders in the top ten of the UK’s ‘simplest’ brands. The companies that are the easiest to deal with. Whatever you think of them most of us could learn… Continue reading
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Why Your Business Plan Just Killed Innovation
Unless you are a fortune teller, long term business planning is a fantasy. Why don’t we call plans what they really are: guesses. Start referring to your business plans as business guesses , your financial plans as financial guesses and… Continue reading
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How To Keep Your Customers Loving Your Brand
Your brand is what people say about you when you’re not in the room” – Jeff Bezos, Founder of Amazon This is one of the most interesting infographics I’ve seen recently. The huge advocacy for Amazon is amazing. 95% of those surveyed say… Continue reading
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The Amazon Test – #CustomerExperience Blog Post
I ordered a Kindle Touch yesterday – expecting a delay as you usually get with new product launches. It was ordered online at 15.38pm. 1-Click. It arrived at my door at 7:35am this morning. It arrives charged. It knows my… Continue reading
Paul Taylor 