In recent weeks, some of the world’s most prominent businesses have been in the news because of their commitment to making customer experience the center of their success. For example: The Atlantic just published an insightful article about Ford’s new CEO, Jim Hackett, coming
Now more than ever, a company lives or dies on the quality and credibility of the experiences they provide for their customers. As purveyors of digital experiences, we must place ourselves firmly and confidently at the intersection of business goals and user needs —
Bertrand MaltaverneThe conventional wisdom is that successful innovation depends on providing an environment where there’s a tolerance for failure and a willingness to experimentSee more, it’s safe to speak up, and it’s highly collaborative and nonhierarchical. The reality is that these elements do not suffice.
Each of these easy-to like behaviors must be counterbalanced by tougher behavior that’s less fun: an intolerance for incompetence, rigorous discipline, brutal candor, a high level of individual accountability, and strong leadership.