mikedewitt.net

Have you ever come up with a great idea and pitched it to customers and/or investors, only to have your financial justification picked apart like a carcass on the savanna?
Me, too!
And worse yet, if I was pitching to a group of people, they would each attack different assumptions or, worse, they would propose conflicting values […]

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Want to know what the future holds for the I.T. outsourcing industry? I know, and I can tell you precisely how things will go, because it’s all happened before…

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I’ve been working on knowledge management projects for over 15 years, so I know a little something about information, so I feel qualified to answer the question:

Rob over at BusinessPundit links to an article describing new research that shows that Co-workers hoard their ideas. I’m sure glad MY tax dollars didn’t go to support […]

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If we pass the bright light of G2G through the prism of epic mythology, what will project onto the opposite wall?
Before we begin, let me state why I think this is a pertinent question. In researching G2G, Collins and Co. looked at the performance of hundreds of companies over the past few decades and found […]

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Will Web 2.0 initiatives eventually be dominated by paid participants? Yochia Benkler and Nicholas Carr have a wager on it:
“In a critique of Benkler’s work last summer, business writer Nicholas Carr speculated that Web 2.0 media sites like Digg, Flickr and YouTube are able to rely on volunteer contributions simply because a market has yet […]

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Confused by all the Web2.0 / Social Media hype these days? How do you choose which tools to spend your time on? Which will be successful, and which will fall by the wayside? I think a valuable paradigm for answering these questions was created in ancient Greece. Read what it is […]

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Every year bold initiatives in organizations large and small fail miserably for a handful of predictable reasons. This series examines a few of them in an irreverent manner. Excerpt:
How can such bad things happen to good concepts?
Simple. The executive who read about the new concept in Harvard Business Review doesn’t really want […]

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I think I’ve got this whole customer delight thing figured out!

Here is an article that I wrote back in 2004 on the subject. It’s consistently appeared in the top 5 Google results for “customer delight” ever since. Surprisingly, I’ve gained a deeper understanding of the whole phenomenon and how to systematically design and deliver delight that I’ll be sharing here in the near future. For now, this article should give you good grounding in the topic.

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If you want to learn all about my management philosophy in one article, this is it. Valid today as the day I wrote it in June 2004.

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