The Debunked Devil

Nothing, but NOTHING, replaces genuine dissent.

Pope Benedict XVI’s resignation is in the news and commentators are abuzz with speculation on who will be his successor. Also elbowing for air time is a parade of church experts describing the centuries-old traditions for selecting that successor.

While much of the selection process remains untouched, one element was dropped exactly three decades ago. Strangely, we still use it in business decisions today… foolishly I might add.

I’m referring to the Devil’s Advocate. You have likely been involved in deliberations where, close to the conclusion, someone says: “We should have a Devil’s Advocate.” The thinking is that assigning one or more people to argue against the team’s conclusion is an effective stress test that produces better decisions.

It sounds good, but it’s wrong.

Leave a commentStrategy

Customer Journey Mapping – Doing It Right

How is it that great intentions of customer experience professionals oftentimes dwindle to little action or impact? Is there something wrong with the customer journey mapping methodology? Was the final map not detailed enough? Did we miss something? These factors might have made a small impact, but the real reason for the little impact has to do with the intention.

Leave a commentStrategy

Small Business Owner to Accountant: “Make Accounting Valuable to ME”

Accounting services should be useful to a business owner, providing valuable insight into the business performance and activity.  Accounting professionals believe their services have value, but find it difficult to express that value when selling their services to prospective clients. The problem is that most professional accounting firms believe that what they sell is accounting:…

1 Commentaccounting, Finance, Tech

Effective Ways to Create a Cynical Culture

Cynicism requires a great deal of negligence to emerge in organizations. For a cynical culture to be created, it only takes one employee to start following the proven rules that will ensure Cynicism will spread into the hearts and minds of each and every employee.

Unlike other corporate initiatives, cynicism does not require sponsorship from top executives. It does not require consensus and acceptance by all. All it takes are a few woeful leaders who will neglect their role, fail to engage employees and cynicism, and who will quickly become an essential host citizen in your corporate hallways to spread the epidemic.

Here are three ways to start spreading Cynicism:

Leave a commentStrategy

The Guiding Assumption

Your guiding assumption—what you really think about your customers—can be the biggest obstacle (or catalyst) to your success. In an era when customers are scrutinizing every move you make, you can not afford to assume that they are all not trustworthy.

Trust your customers. And if you don’t, find new customers you can. Running a business and establishing a relationship on the conviction that everyone around you is out to get you is not a recipe for business (or personal) success.

1 CommentStrategy

Did I Believe Criss Angel? Lessons in Experience Design

The Criss Angel Show “Believe” at the Luxur hotel in Las Vegas was true to what Las Vegas is all about: a constant attempt to outdo your competitors….

…[Although] the cynic in me did not buy into the magic and illusions, I did appreciate the experience and admire the showmanship and the work that went into the show. Criss Angel did not take his audience for granted and did his best to deliver the exceptional experience they paid for.

Leave a commentStrategy

Paisa Vasool

When Indian consumers experience the perfect mix of quality and value, they will often say “Paisa vasool”—loosely, “I got my money’s worth.” It is the highest praise. Around the world, consumers are budget squeezed—skeptical of merchandisers and worried about the future. Paisa vasool can become the watchword to creating greater value, offering more features for less money, and attracting consumers who become your advocate. Paisa vasool implies high quality, a complete package that delivers value for money.

1 CommentFinance, Management, Risk Management, Strategy