“The behavior of businesses that I have already talked about — as well as well-publicized customer service fiascos (like Costco’s transition to only accept Visa credit cards, which led to more than 1.5 million customer service calls and scathing online… — Brian de Haaff Copy Share Image
“Caring and a sense of purpose evoke better performance than pressure and fear. The idea that only obsessive egomaniacs can produce breakthroughs is nonsense.” — Brian de Haaff Copy Share Image
“It is hard to find many better examples of values-first leadership than Ventura, California-based outdoor clothing company Patagonia. For more than 30 years, the… — Brian de Haaff Copy Share Image
“I suggest that you think about your customer’s journey as a unified experience that has three key phases: motivation, education, and adoption. Motivation refers… — Brian de Haaff Copy Share Image
“The idea of putting customers first and acting with integrity is gaining traction. Outdoor-gear retailer REI received adulation for adhering to its values when… — Brian de Haaff Copy Share Image
“When I talk about kindness in business, a few people scoff. They say, “Steve Jobs and the leaders at Apple created a pressure-cooker environment… — Brian de Haaff Copy Share Image
“For example, every year, I rent Intuit’s TurboTax so I can do my income taxes. I pay for something I only need for a… — Brian de Haaff Copy Share Image
“Charles Du designed NASA’s first iPhone app, an award winner and a huge hit with more than 10 million downloads. But he also faced… — Brian de Haaff Copy Share Image
“A great story about a big company’s ability to do this comes from one of the world’s biggest businesses, General Electric. I learned about… — Brian de Haaff Copy Share Image
“Product managers are the connection between customers and the engineers who build the product. You are a bridge between what customers say and what… — Brian de Haaff Copy Share Image
“Persson did not create Minecraft because he wanted to create a billion-dollar company; he loved video games and kept his day job while developing… — Brian de Haaff Copy Share Image
“There are many ways to earn the love of employees. Hamdi Ulukaya, founder of multi-billion dollar yogurt maker Chobani, made headlines when he awarded… — Brian de Haaff Copy Share Image
“Harvard economist Theodore Levitt was the first authority to write about what he called the total product.2 A total product has four dimensions that… — Brian de Haaff Copy Share Image
