I’m sorry sir, my hands are tied.” These were the appalling words I heard twice in the last week – one from a large mobile phone network, and one from a health insurance carrier. Both were from customer service reps that were clearly un-empowered, bitter, and really didn’t care much about helping me (so much … Read more

The scuba industry in Hawaii was facing a real problem. Declining sales, increased competition for shrinking entertainment dollars, and new consumer alternatives were creating a downward spiral. While scuba diving was an incredible experience, it was a real burden to customers. It requires certification, carrying heavy tanks, and restrictions on when you can fly home … Read more

If you live in the U.S., you’ll probably be celebrating Thanksgiving this Thursday. And if I asked you what you were serving for dinner, you’d give me a puzzled look and think to yourself, “who is this idiot?” Like a couple hundred million others, you’ll be enjoying turkey, stuffing, mashed potatoes, and all the other … Read more

There’s a pattern in business in which an original, breakthrough idea is launched to great fanfare success; then it’s copied repeatedly by the pack of followers. As a result of copy-cat innovation, many industries are swimming in a sea of sameness. The airline industry, for example, is full of me-too players whose offerings are virtually … Read more

The software world enjoys many advantages. Smart people. Lots of capital. High leverage. But one that should probably be celebrated more… the idea of “versions”. That’s’ right, versions. Software companies are in a constant state of reinvention. As soon as one version of their product is out, they start imagining the next. The goal each … Read more

Sir Richard Branson, CEO of the Virgin Group, announced this week that the first Spaceport (an airport for recreational space travel) will be built in New Mexico to support his newest business effort, Virgin Galactic. As he’s done in the past with music and air travel, Branson is pioneering new ground. And he’s always been … Read more