Yes the evolution brought about by Customer Expectation Management (CEM) and Successful Customer Outcomes is well and truly underway. We have talked before about banks giving free money, airlines providing seats at no charge and PC suppliers handing kit to charities at no cost. These emergent strategies have now been articulated in an excellent book (FREE of course) - see the links below.

More so respected magazines such as WIRED are creating waves as they too present reasons and evidence of what the FREE business models implies for all of us, consumers, businesses and society in general. There are a range of books feeding this fire now and we provide several links that you may wish to pursue.

How could your company start giving away its products and services? What would your processes look like if your business started giving away its core product for free? (more…)

When I am researching people and articles I need quick access to a collection of reference points. Here’s my shortened list. If you know of any good uns let me know and we will publish them also. Regards, Steve

BOOK REVIEW : Winning Companies Winning People by Colin Coulson-Thomas

This major new work from the extensive ongoing research program by Colin Coulson-Thomas has something for everyone and a lot of “things” for most of us…

The drive behind Winning Companies Winning People is to identify the common traits of those who are successful contrasted with the traits of those who are not. Placed a bit uncomfortably in the context of Winners and Losers, Colin challenges each of us to assess ourselves against the results of the research that clearly identifies these two distinct types of people (and businesses) along with the unique traits of each.

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