The opportunity that hides in plain sight

Cyril Parkinson wrote a humorous essay for The Economist magazine, in part drawing from his experience working in the British Civil Service. He observed that work tends to fill the time available for its completion.

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What are we actually trying to improve?

“Boiling the ocean” is one of those phrases that can be quite accurate but is still slightly irritating to use or hear. It refers to analyzing something to death or tackling a

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Why happy customers aren’t enough

Over the years we’ve done a number of studies to try to help our clients find out what their customers think of them. These types of studies are often packaged under the

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