Mitchell Goozé
Mitchell Goozé
Mitchell Goozé is the president and founder of Customer Manufacturing Group. His broad scope of business experience ranges from operations management in established firms, to start-up and turn-around situations and mergers. A seasoned general manager, he has headed divisions of large corporations and been CEO of independent firms, always focusing the company strategy on the most important person in business . . . the customer.
Customer-Centricity Is A Mindset
As long time readers know, I fly a lot. Lots of flights, lots of gate agents, flight attendants, etc. Some good, some great, some...
It Seems So Simple … From The Outside In
Every process is perfectly constructed to produce the results it does. And I saw another example of this last Sunday and Monday. The airline industry...
Apple’s Innovation Challenges
After Steve Job’s death, I posted a few times about where Apple heads next with innovation. Many people have asked the same questions. With...
Disruptive Innovation From Microsoft
Microsoft recently announced the biggest restructuring in their history (the metric is number of people laid off in this case). 18,000 people are going...
The Real Reason Sony Lost Its Mojo
A recent article in Business Week, “Sony Bets It Can Find The Next Big Thing,” discusses Sony’s poor results (six annual losses in seven years)...
The Product Return Guarantee
Back in the early 1990s when I worked with Enzymatic Therapy, we hit on the idea of offering a money back guarantee if people...
Creativity is Not the Same as Innovation
Back in the early 1980s Roger von Oech got everyone excited about the power of creativity. His book, A Whack on the Side of...
Is Brick and Mortar Committing Suicide?
Much has been written over the last few years about e-commerce’s displacement of traditional brick and mortar. As do others, I believe that traditional...
Make More Money By Selling What They Are Buying
Last week I posted about the difference between focusing on what you sell and what the customer is buying using the Stradivarius violin as...
Has JC Penny Rediscovered a Business Management Secret?
I posted a bunch last year (search the blog archives for keyword Penny) about my feelings about JC Penny’s actions in abandoning their repositioning...
Is Radio Shack The Next Oldsmobile?
In a failed effort to save the Oldsmobile brand, General Motors concocted the meaningless campaign, “Not Your Father’s Oldsmobile.” Their thinking, apparently, was to...
Do You Need A CMO?
The answer is, without question, yes. However, all companies have one. In companies that are too small to invest in a full-time CMO, the...
Were You Expecting A Different Result
Last year I posted a fair amount about JC Penney and their Board's inept decisions. The last post suggested JC Penney may not last...
Where’s There’s Smoke, Maybe That’s All There Is
Dollar Shave Club was an Internet sensation last year with their clearly clever, viral videos. They also have a pretty big pot of venture...
Brick and Mortar Tear Down
This post is longer than my average, so bear with me. The media monitors the rise and fall of retail especially during the holiday season...
Showrooming Update
Back in October I posted about Best Buy's strategy to turn show-rooming to its advantage. Time for an update. While it is too soon...
Language Matters and Other Matters
The medical clinic we use, which is quite large, has been on an alleged customer-centric focus for several years. The employees are supposedly measured...
Your People Are Not Usually The Real Problem
Most companies when faced with a need to grow revenue ultimately end up deciding to change people. They may change certain sales people, or...
It’s About Optimizing Outcomes Not Touchpoints
The Harvard Business Review often publishes insightful, leading edge articles, but over the last few years they have published a few articles suggesting a...
Suddenly Chief Marketing Officer is Not the Right Title
A recent article in Advertising Age, "Don't Call Me CMO: Top Marketers Say Job Has Evolved Beyond Title" reflects the sad state of the...