Benefit of the doubt
It's almost impossible to communicate something clearly and succinctly to everyone, all the time.So misunderstandings occur.We misunderstand a comment or a gesture or a policy or a contract.And then what happens?Well, if we're engaged with someone we like or trust, we give them the benefit of the doubt. We either assume that what they actually meant was the thing we expected from someone like them, or we ask about it.If we're engaged with a stranger or someone we don't trust, we assume the worst.The challenge, then, is to earn the benefit of the doubt. How many of your customers, prospects, vendors, regulators and colleagues give you the benefit

The amateur scientist (that's us)
Many people buy a car (probably their single biggest discretionary purchase) based on slamming a door, kicking a tire and judging the handshake of a salesperson.We choose a surgeon based on the carpeting in his office and a politician by his hair cut.During the first week of swine flu vaccines in New York, most parents (more than half!) chose to keep their kids out of the program.Interviewed parents said things like, "I'm not sure it's safe," and "I wanted to see if it affected other kids..."No mention of longitudinal studies or long-term side effects. No science at all, really, just rumors and hunches and gut instincts.This gut-instinct approach served

Embracing lifetime value
If you walk into a company-owned cell phone store to sign up for a contract, what are you worth?Given the huge gross margins at AT&T and Verizon and the standard two-year contract, I think it's easy to figure on more than $2000 in lifetime value.If you ran a business where a customer represented an additional $2,000 in profit, how would you staff? How long would you make someone wait? If staff costs $25 an hour, how long would that extra person take to pay off?Few businesses understand (really understand) just how much a customer is worth. Add to this the additional profit you get from a delighted customer spreading the word--it can easily double or triple the li

Some books for November
Random thoughts from all over for those of us hungry for new ways to think. This month's list is here. The previous list was blogged in September.

The reason they want you to fit in...
is that once you do, then they can ignore you.