Luxury’s other heritage challenge

"You never actually own a Patek Philippe. You merely take care of it for the next generation.” This well-known Patek Philippe tag line tells its customers that the brand's heritage could be part of their own as they bequeath their Patek timepieces to their future generations. (Patek Philippe's famous next-generation ad (c) Patek Philippe) One … Continue reading Luxury’s other heritage challenge

Respectful design, contemptuous design

Conversations with many friends, who are building communities for social businesses or are in other customer-facing roles, reveal a shared frustration. It appears that community builders and customer facing persons, and designers in a business are singing from different hymn sheets. Often, once the beta or whatever the business deems a shippable version of the … Continue reading Respectful design, contemptuous design

How to use “process” to destroy goodwill and lose revenue (3)

This third story is the last in this series but not the last one in the big schema by any means. Late last week, one morning, my phone rang with urgency and the following conversation ensues. Caller: I am phoning from XYZ Bank's mortgage centre. Me: Yes, good morning. Caller: I believe you have spoken with … Continue reading How to use “process” to destroy goodwill and lose revenue (3)