Monthly Archives: July 2017


Are they worth the paper they're printed on?

July 24, 2017

For better or for worse, U.S. retailing has fostered a culture of buying and returning. But what’s the purpose of such easy returns if you still need a receipt?  Many big retailers with extensive customer loyalty / purchase database programs still require them for returns.  Smaller retailers with supposedly better customer service still demand them. […]

Read More

Avoiding Failure By Walking Away From Success

Success is often impending failure in disguise.

July 10, 2017

Success is often impending failure in disguise. Witness Blackberry and Motorola which doubled down on current products without listening to consumers about the future.  The keyboard and thin trends were too enticing to abandon. In the early 2000s, I did a lot of mobile handset research. The writing was on the flip-charts that consumers wanted […]

Read More