Feeds:
Posts
Comments

Rethinking Creativity and Innovation

September 21, 2013 by Marie Wiere

What if everything you know about creativity and innovation is wrong?  What if incentives can actually hinder innovation?  What if brainstorming is not the best way to generate new ideas?  And most importantly what makes some companies and individuals more innovative than others?

All these questions and more are addressed in David Burkus’ upcoming book: The Myths of Creativity – The Truth About How Innovative Companies and People Generate Great Ideas.

As someone who is passionate about innovation, I believe idea generation and creativity can differentiate good companies from great ones.  Innovation makes common sense to me.  Innovative companies are open to new ideas and continually challenge the status quo, turning their ideas into new successes.  Yet so many companies struggle with the concept of innovation and how to create a culture which successfully fosters creative output.  Given my passion around innovation, I was fortunate to be selected to be a part of the book launch team for The Myths of Creativity, which demystifies the processes which drive innovation.

In the Myths of Creativity, Burkus debunks 10 common innovation myths and describes how companies and individuals can act on the truths behind these myths to increase their creative output.  Myths analyzed include:

  • The Eureka Myth: Creative insights happen in a flash
  • The Expert Myth: Innovative solutions come from highly trained experts
  • The Incentive Myth: The more incentives given, the more innovation can be achieved
  • The Brainstorming Myth: Brainstorming is needed to achieve creative ideas
  • The Mousetrap Myth: If you have a great idea, the world will jump onboard

Interested in learning more about how your company can create an innovative culture where the best ideas, projects, processes and programs can be identified and achieved?  Or how you can become more innovative?  Check out the preview video of the Myths of Creativity below and consider pre-ordering the book on Amazon.

Posted in Book Review, Business Success, Innovative Ideas | Tagged , | Leave a Comment »

5 Strategies Organizations can Leverage to Survive and Thrive in Today’s Dynamic Business Environment

June 23, 2013 by Marie Wiere

Times | Flickr - Photo Sharing!It can be argued that businesses were traditionally built to be predictable, consistent and stable. Processes were designed to ensure consistent output and to control employee behavior to produce efficient outcomes. I would argue that in recent years the great recession, technological change and other factors have transformed business as we used to know it, into a more dynamic environment characterized by a faster speed of change than ever seen before.

Here are my 5 success strategies organizations can leverage to survive and thrive in today’s dynamic business environment:

1. Accept that Constant and Fast Change is the New Normal

In recent years the business environment has under gone a transformative shift where a heightened pace of change has become the new normal. As David Burstein author of the Fast Future argues:

“The future is coming at us faster and faster, the rate of change is increasing and the amount of change that takes place in a given year is skyrocketing as well. So much change has taken place so fast that our governments, businesses, and other large institutions haven’t always had enough time to fully catch up.”

We are living in a time where anyone has the potential to make an impact. Start-ups can transform technology capabilities and anyone can share a message with the world through social platforms. While change can be daunting, executives need to embrace change and accept that the future is harder to predict than ever before.

2. Leverage the Possibilities of Big Data

Most organizations sit on a mountain of data. Today large, complex data sets can be analyzed to obtain greater business intelligence and statistical information than ever before. This data can be leveraged to improve the customer experience, product/service, logistics, customer segmentation, pricing, customer retention, inventory management and many other factors. David Court, McKinsey Director argues that regardless of whether or not you are a data based company, all businesses can leverage data and analytics to make stronger data-supported predictions and optimize performance by obtaining a broader view of operations. It is important organizations ensure data doesn’t become siloed, so they can fully optimize and take advantage of advanced analytics. Information may not be valuable for long so it’s important businesses exploit it and get utility out of it, to strengthen their competitive position.

3. Constant Innovation

Given the dynamic environment a constant focus on innovation is fundamental. It is important executives recognize that innovations can come from anywhere in the organization. Communication channels need to be open to allow for the free flow of information throughout all levels of the hierarchy. Employees need to be empowered to innovate everyday and share knowledge. To facilitate this change in organizational thinking, employee performance systems will need to be adapted to award innovative thinking as opposed to following corporate created guidelines.

4. Agility

Traditional bureaucratic organizational structures are slow to change and thus not adaptable enough for today’s innovative business environment. Organizations need to be redesigned to be more agile; to adjust in real-time as change occurs.

5. Face Disruption Head On

Almost 50% of the companies in 1999’s FT 500 were no longer in the FT 500 by 2009. It can be argued that while businesses are focused on constant improvement, they don’t always change in the right ways. If we take the case of Tower Records, the former music store peaked and had their most success year ever in 1999. In the years that followed Tower Records continued to improve their operations and efficiency, however they failed to recognize that customer demand could be met better in a new way: through online music; to the detriment of the survival of their business. It is important that companies continually scan the environment in which they operate and constantly research new ways in which they can better meet their customers’ needs.

What other strategies do you think organizations can leverage to survive and thrive in today’s dynamic business environment? Share your thoughts in the comments section below. 

Posted in Big Data, Business Success, Change, High Performance Companies, Industry Change, Leadership, Organization Structure, Organizational Change, Strategy | Tagged , , , , , | Leave a Comment »

5 Reasons Why I Think MYO Wearable Gesture Control Could Be a Game Changer

March 24, 2013 by Marie Wiere

Created by Canadian start-up Thalmic Labs, MYO may be a potential replacement to camera/movement tracking technologies. But what is MYO? MYO is an armband that detects gestures from muscle activity and motion sensing. The MYO armband uses Bluetooth connectivity to wirelessly pair with devices and send commands. Rechargeable lithium-ion batteries and an ARM processor, power the MYO armband. If the product lives up to expectations it could transform how we interact with digital technologies. Check out this video to see how MYO is expected to function:

Here are 5 reasons why I believe MYO could be a potential game changer:

1. It’s Non-Invasive

The MYO armband should be no different from wearing a watch (albeit higher on your arm). It’s not in front of your eyes, potentially getting in your way like Google’s Project Glass technology. My only concern regarding wear-ability is MYO’s “one size fits most” claim. I have thin arms, (a lucky problem to have in some instances) and can’t help but wonder if a MYO armband will fit looser and not function as well on my arm? Time will tell if Thalmic Labs may need to recreate the MYO armband in different sizes to guarantee optimal functionality.

2. Large Audience /Multi-Use Appeal

MYO can be used to interface with video games and for other entertainment purposes. It also has an educational application, enabling its user to sweep through PowerPoint presentations (without holding a remote or standing behind a computer) and circle data. In addition MYO can be used by runners and snowboarders for example to measure speed. MYO can also interact with devices to serve a mouse or remote type function. MYO’s large amount of uses, make this technology potentially accessible to a mass audience.

Pinterest _ Search results for MYO gesture

3. PC/MAC Compatibility

MYO will be fully compatible with PCs and MACs from launch, making it widely accessible. Thalmic Labs are also looking into offering Linux support.

4. It’s Affordable!

MYO is available for pre-order for $149 and can be shipped anywhere in the world for $10.

5. Open Source Development

Thalmic Labs have been smart enough to recognize that they will not be able to think of all the ways MYO could be used. As a result anyone can utilize MYO’s hardware to experiment, build and profit creating a MYO app.

My Recommendation

I think MYO could potentially be very successful. However, getting the armband into the mass market before an established technology company releases something similar (e.g. Google’s Project Glass), will impact Thalmic Labs’ success. I would recommend Thalmic Labs partner with a large technology company for example Microsoft’s Kinect to greater increase the likelihood of this technology having a fast impact. Educational partnerships with schools, colleges and technology centers could further ensure a successful launch.

Want to be an early adopter of this gesture technology? Click here to preorder a MYO armband. 

Posted in Change, Innovative Ideas, New Concepts, Technology | Tagged , | 4 Comments »

Why Managing Sucks and How to Fix It

February 8, 2013 by Marie Wiere

Why Managing Sucks - Launch TeamLast year I wrote several posts on the results-only work environment concept and the benefits of this approach.  To recap a Results-Only Work Environment (ROWE) is a management philosophy focused on employee results over presence.  With ROWE employees are free to come and go as they please and do whatever they want, so long as work gets done and deadlines are met.

The ROWE concept is pioneered by Jody Thompson and Cali Ressler from consulting group Culture RX.  In 2008 Thompson and Ressler’s book on ROWE: “Why Work Sucks and How to Fix It” was named “The Year’s Best Book on Work-Life Balance” by Business Week.  The concept has gathered acclaim from all over the world and Daniel Pink best selling author of Drive, describes ROWE as:

“One of the biggest ideas in talent in the last decade.”

Now Thompson and Ressler are back with a new book called “Why Managing Sucks and How to Fix It” that shows how management can be reinvented.  The book is described as “a results-only guide to taking control of work, not people.”  In addition to Thompson and Ressler’s narratives on ROWE and management, the book also features case studies written by Culture RX’s clients illustrating how the ROWE concept can “make an organization more entrepreneurial, more connected with the broader industry trends, and more willing to take smart risks.”  Indeed, organizations that have adopted ROWE have on average experienced increased engagement, a 35% increase in productivity and a 90% decrease in voluntary turnover.  Here is a trailer that sums up what this book is all about:

Last year my blog posts on ROWE attracted the attention of Ressler and Thompson and I was asked to guest post on the Culture RX blog.  Roll on a year and I am excited to have been asked to be a part of the book launch team for “Why Managing Sucks and How to Fix It!” Check out the first chapter today and consider purchasing the book to readjust your thinking on work.

Posted in Innovative Ideas, New Concepts, Organizational Culture, Results-Only Work Environment | Tagged , , , , | Leave a Comment »

HMV and the Importance of Never Underestimating the Power of Social Media

February 1, 2013 by Marie Wiere

“We’re tweeting live from HR where we’re all being fired! Exciting!! #hmvXFactorFiring”

If you’re going to fire your social media planner wouldn’t you think to change the passwords first? This week British retailer HMV’s slight oversight, led to a live broadcast of their 60 person mass layoff to their official twitter account’s 60,000 + followers.

So who are HMV and what happened?

HMV is a 91-year-old British entertainment retailer similar to the almost defunct Virgin Megastore. I have always been a huge music fan and in my teens this was one of my favorite stores. As you can imagine given the online shift HMV has struggled to adapt its business model fast enough to the changed business environment.

On January 15, 2013 HMV entered administration (a form of bankruptcy).

On January 31, 2013 following advice from Deloitte, HMV laid off 190 employees from their corporate office and distribution centers. While this was always going to be a difficult task, the situation gained more exposure than HMV could ever have imagined, as their about to be laid off social media planner Poppy Rose Cleere tweeted the events live from the company’s twitter account:

Jilted employee live-tweets layoffs—from company account | Articles | Home

Comparing the corporate office mass firing of 60 employees to an X Factor elimination the hashtag #hmvXFactorFiring quickly went viral as HMV gained over 10,000 new Twitter followers.

The remaining employee’s lack of ability with social media was laid out for the world to see as these tweets reveal:

Jilted employee live-tweets layoffs—from company account | Articles | Home-1Poppy Rose (poppy_powers) on Twitter

The tweets were later taken down but the damage had been done and they are now part of the company’s digital footprint. Poppy Rose Cleere who had been responsible for managing HMV’s social media accounts for over 2 years, explained her action as the result of frustration at seeing the company she loved ruined. She hopes her actions can help educate HMV remaining executives finally realize the importance of social media:

“I worked tirelessly to educate the business of the importance of social media – not as a short-term commercial tool, but as a tool to build and strengthen the customer relationship – and to gain invaluable real-time feedback from the consumers that have kept us going for over 91 years. While many colleagues understood and supported this, it was the more senior members of staff who never seemed to grasp its importance. I hoped that [Thursday’s] actions would finally show them the true power and importance of social media, and I hope they’re finally listening.”

HMV has responded by sending out the following tweets:

hmv (hmvtweets) on Twitter

Time will tell if their remaining marketing staff choose to utilize social media as a way to engage with their customers. For now HMV needs to find a way to create customer experiences to stop the brand from heading to “Borders” town.

What’s your take on this story? Share your thoughts in the comments section below. 

Posted in Business Failure, Industry Change, Social Media Marketing | Tagged | Leave a Comment »

Virgin Galactic & XCOR Aerospace: The Race for Commercial Space Travel

January 13, 2013 by Marie Wiere

Rocket Science | Flickr - Photo Sharing!Recreational space travel was once seen as accessible only to billionaires, yet today the emergence of a commercial space travel industry targeting a broader demographic has never been closer. With an anticipated launch as early as 2014, space travel reservations are already being taken by Virgin Galactic and XCOR Aerospace.

Virgin Galactic

Richard Branson had grown up dreaming of going space, yet as the years went by he observed that:

“NASA didn’t seem to be that interested in getting you and me into space.”

In 1990, ever the opportunistic entrepreneur Branson patented the name Virgin Galactic and began to investigate the feasibility of commercial space flights. In 2004 he licensed SpaceShipOne technology (the technology behind the first manned commercial vehicle to reach suborbital space) to create SpaceShipTwo. Double the size of its predecessor, SpaceShipTwo holds 2 pilots and 6 public participants (not called passengers due to legal reasons around the safety risks of space travel). To date Branson has spent over $200 million on turning his commercial space travel dream into a reality.

Virgin Galactic space travelers will fly out a spaceport in New Mexico. Branson anticipates that after arriving in space, travelers will be able to float around in the back cabin to experience about five minutes of weightlessness. The company is already taking reservations at $200,000 a ticket ($20,000 minimum deposit) or $1,000,000 to reserve an exclusive space flight for you and up to 5 friends. Here is Branson’s short video on Virgin Galactic:

XCOR Aerospace

Created in 1999 by a group of rocket engineers, XCOR Aerospace is setting out to become the “Southwest” of space travel. To date the start-up has spent over $45 million on developing a spaceship the Lynx that can operate like a commercial airliner. XCOR’s chief test pilot is “39 days in space” pilot commander Richard Searfoss.

Pinterest _ Search results for xcor aerospaceXCOR aim to offer up to 4 flights a day, 6 days a week departing from Midland, TX. Some flights will be for space travelers, while other flights will carry space experiments and small satellites for deployment. Chief test pilot and former NASA astronaut Richard Searfoss describes XCOR’s positioning:

“We’re trying to position the Lynx adventure as kind of The Right Stuff experience.”

Like Virgin Galactic, XCOR Aerospace flights will travel up to sub-orbit providing about 5 minutes of weightlessness. However, at this time due to safety concerns and given the prospect of space sickness, XCOR Aerospace travelers will not be able to float around the cabin. XCOR Aerospace are currently taking reservations for $95,000 a ticket. Check out this short video to learn more about their proposed experience:

As with any new industry it will take time for prices to come down enough for space travel to become accessible to the mass market. Nevertheless this is an exciting start to the creation of a commercial space travel industry.

But what do you think? Share your thoughts in the comments section below.

Posted in Change, Industry Change, New Concepts | Tagged , , , | Leave a Comment »

Retail Differentiation Through In-Store Dining

December 29, 2012 by Marie Wiere

To combat economic pressures as customers increasingly migrate online, retailers continue to look for ways to entice customers to their brick and mortar stores. One such approach has been the rise of in-store dining. Back in the 1900s many U.S. department stores ran restaurants within their department stores, many of which have stood the test of time. With online retail sales expected to increase by 16% by the end of this holiday season, retail locations are looking to add an experience to their physical stores that the online space can’t offer.

Tommy Bahamas is a flagship example of how lucrative in-store dining can be. The tropical shirt retailer’s 14 (and counting) island stores with restaurants generate 2.5 times the sales of their regular retail locations. Furthermore, the company’s restaurants generate approximately 12% of Tommy Bahamas’ total annual revenue of $452 million. In the company’s new fifth avenue store there is a restaurant on one floor and a bar on another, perfect for that shopping break. Also notable is Tommy Bahamas’ focus on quality, delicious offerings, in contrast to the sub-par food court offerings you would find in the average mall. Check out this commercial of their Myrtle Beach in-store restaurant:

The idea here is that the restaurant is an extension of your brand and the quality needs to be consistent with your retail offerings. CEO of Tommy Bahamas, Terry Pillow describes the reaction fellow CEOs have had to their restaurant-retail concept:

“Fellow CEOs are fascinated first of all that we have it and the second thing they’re fascinated about is that we run it ourselves.”

Indeed in the rise of the hybrid restaurant-retail concept, the trend is for the retailer to run their own restaurant, rather than having it as a concession. One of my favorite clothing retailers Urban Outfitters, have followed suit introducing restaurants into their two Terrain branded home and garden stores. These restaurants play on the popularity of farmers’ markets offering locally sourced food, to give customers a different experience and menu depending on the locale. Terrain’s president Wendy McDevitt acknowledges the lure of the retail-restaurant concept:

“The one thing you can’t get in the cyber world is the tactile experience, and that won’t go away. Food is becoming bigger in terms of entertainment value.”

The in-store restaurant concept is also a great way to increase the amount of time each customer spends in the store. McDevitt estimates that if customers typically spend up to 90 minutes browsing, this can double to 3 hours if stop for a glass of wine or lunch.

Other stores increasing their restaurant-retail offerings include Nordstrom, who are adding contemporary diners and espresso bars to their current eatery options and JC Penney who plan to add juice bars and coffee shops to hundreds of their stores over the next few years.

I think the in-store restaurant concept if executed well could be very successful for a number of retailers, but what do you think? Share your thoughts in the comments section below. 

Posted in Business Success, Industry Change, Strategy | Tagged , , , , | Leave a Comment »

AdYapper.com: Furthering the Shift to Inbound Marketing

November 25, 2012 by Marie Wiere

Traditionally companies communicated with customers through outbound marketing channels, blasting advertising messages at their potential customers. In recent years the rise of social media has enabled companies to have more of a conversation with their customers. New start-up AdYapper continues the inbound marketing trend by providing a channel for companies to get feedback on their television advertising campaigns. As a one-way communication medium, television-advertising feedback is typically limited to focus groups and sales analysis, but this could change.

So What is AdYapper.com?

AdYapper offers a platform to enable advertisers to gain opinions on their commercials. Brands can verify their accounts and obtain consumer feedback on their commercials. The site offers the opportunity for marketers to gain greater insights to avoid wasting money on campaigns that don’t engage the public. AdYapper aims to empower consumers to hold advertisers accountable by sharing their thoughts. Consumers can view commercials and click if they loved it, hated it or were indifferent to it and give their opinions. Consumers can also upload ads from YouTube, and give their opinions even if the brands have not joined the site. Current commercials on AdYapper include campaigns from Coca Cola, eBay, Adobe, and Nike.

The Challenge

I love the concept of providing a forum for brands to get consumer feedback on their commercials, but the challenge will be getting consumers to want to “yap”. AdYapper may need a compensation type program similar to e-rewards.com, where consumers could receive points towards gift cards or monetary compensation for viewing sponsored commercials. Another challenge for AdYapper will be how they can make money from the site. The start-up may need to keep some of their data private in order for it to be of enough value to sell to marketers. They may also need to start collecting demographic data from consumers, as currently the site only requires Facebook or Twitter log on and an e-mail address.

AdYapper offers an innovative way to transform television marketing in to an inbound marketing opportunity. Some refining will be needed to entice consumers to participate to gain enough feedback to be truly valuable to marketers. Time will tell if AdYapper could become like Yelp for TV commercials, but what do you think? Share your thoughts in the comments section below. 

Posted in Brand Image, Innovative Ideas, Marketing, Social Media Marketing | Tagged , | 2 Comments »

10 Career Behaviors to Adopt to Avoid Shooting Yourself in the Foot

October 27, 2012 by Marie Wiere

Recently I was fortunate to go to a Women in Technology event, which hosted guest speaker Nora Denzel. Nora Denzel has over twenty years tech experience having previously been a Senior VP for both HP and Intuit. Nora currently serves on three boards and has been named one of the top 25 women engineers (2012) by Business Insider, one of the top 20 CMOs by Exec Rank (2012), one of the Top 20 computer storage movers and shakers and a SJ Business Journal Woman of Vision. As a key speaker at the Women in Technology event she shared 10 things women do to shoot themselves in the foot when it comes to their careers. I related to many of Nora Denzel’s lessons of how to avoid these pitfalls and wanted to share them on my blog, for others to learn from.

1. Control your career PR agent

Nora asserts that every statement we make at work is a press release. When someone compliments you for a great presentation, don’t fall into the trap of pointing out things that could have been done better, as to do so sends the press release “I’m not as competent as you thought”. A far better response when given a compliment is just to say thank you. If you still want to do a post-mortem of all your mistakes save it for a friend or family member or that unfortunate person stuck sitting next to you on a flight.

2. Feel comfortable being uncomfortable

If you have taken on a challenging new role it is normal to be uncomfortable and if you hope to have a challenging career you need to get used to it. A learning curve is at play here and you need to give yourself time to adjust. If after 6 months you still feel uncomfortable, reevaluate at that time if you are in the right position. 

3. Learn how to act

No matter how scared you may feel, learn how to act confident to conquer your fears and appear competent to others. Nora once met NASA astronaut Sally Ride. Sally admitted to having being scared walking into the shuttle about to go into space, yet you would never have known this from watching Sally’s confident demeanor at the time.

4. Attitude is everything

Often we are told that a career path is linear, yet the reality is that career paths often resemble obstacle courses. Having a positive attitude is key to overcoming career challenges and soaring in the face of adversity.

5. Kill Miss Congeniality

At times in the workplace women may be selected for certain gender-specific tasks such as baking a birthday cake. Nora asserts that unless you enjoy such a task don’t take it on. If you do it once you’ll be expected to do it again. Miss Congeniality does not get the corner office.

6. Lighten up and separate

How someone behaves at work may not be a true reflection of who they are as a person. At work everyone plays their role, it’s not personal its just business. Learn to laugh things of and lighten up when you feel insulted.

7. Learn how to ask

Many opportunities are not advertised. Ask questions to achieve your goals. Want to go on an international assignment? Say so to your manager. That way if one were to open up your manager may suggest you, if they already know you’re interested. There is not always a sign up sheet to allow for the most qualified, most suited person to be fairly chosen, so be proactive.

8. Aim high

Where do you want to be ten years from now? Tell your manager(s) your big career goals, to foster a productive career discussion. People tend to be better editors than they are creators and can give you some great advice if you give them some ideas to work with.

9. Embrace criticism

Criticism can be hard to take, often resulting in defensive behaviors, as the recipient feels attacked. Feedback is actually very valuable and necessary in order to grow and develop. To get this feedback you need to view criticism as an area of opportunity. Thank the person giving it so they feel comfortable, then ask clarifying questions to encourage them to fully expand on their thoughts. To solicit feedback when it is not offered consider asking your manager a question such as “how does my performance differ from what is expected at the next level?”

10. Remember what you’re judged on

Results are ultimately what matters most, so always keep the end in mind.

To learn more about Nora Denzel I would actively recommend you visit her website.

Posted in Business Success, Leadership | Tagged , , | 1 Comment »

Five Guys’ Recipe for Success in a Challenging Economic Environment

August 19, 2012 by Marie Wiere

In the last few years the business press has been inundated with stories of business failure. In this post I want to write about a business that has continued to soar in spite of the challenging economic environment: Five Guys.

Five Guys is a fast food franchise restaurant company that focuses on hamburgers and fries. In 2012 the company’s sales are expected to exceed $1 billion and Five Guys was recognized as the fastest growing US restaurant chain by Nation’s Restaurant News. In the past year Five Guys’ sales have grown 31.84% with unit growth of 24.73%. The company now has over 1000 restaurants across the U.S. and Canada with plans to expand overseas to the UK in the upcoming year.

Here are five reasons for Five Guys’ success:

1. Word of Mouth Marketing: There are no Five Guys restaurants in my area yet, however this restaurant has gained a cult following similar to that of In & Out Burger, so it’s hard not to have heard about them. Recently on a trip back from California my husband and I stopped at the one in Roseville a few miles off the freeway, to see what the fuss was all about. Surprisingly it lived up to the hype! Five Guys are a word of mouth phenomenon, having built their brand on customer referrals and media reviews. Even the Kardashians have promoted Five Guys for free! As these tweets show: 

2. Simplicity: Five Guys have a very simple menu, but it is this simplicity that is key to their success, as Inc. columnist Jeff Haden acknowledges:

“They don’t try to be all things to all people, they sell to people who want a great burger. They’ve identified a market big enough that they can do that.”

3. Top Notch Ingredients: Five Guys are focused on offering a quality product made using the best ingredients. Even though this causes high costs and higher than average prices, the great food justifies it and keeps customers coming back. This focus on food quality differentiates Five Guys from many of their fast food competitors and has earned them numerous cuisine awards including Zagat survey appearances every year since 2001.

4. Treat Customers Right: Fast food restaurants are not necessarily known for good service.however Five Guys may be the exception. On entering the Five Guys restaurant in Roseville an employee took the initiative to approach us and ask if we’d been to a Five Guys before. On learning that we hadn’t, the employee took the time to explain how the orders worked, available topping options and portion sizing. Five Guys’ focus on their customers extends to their public acknowledgement that their success is dependent on their patrons. Check out this sign posted in many of their restaurants:

5. Treat Employees Right: Five guys CEO Jerry Murrell, advocates treating both employees and customers’ right. This approach is very reminiscent of the fast food restaurant described in Greg Blencoe’s SuperManager book which I reviewed in a past post. Employees are paid above minimum wage and many of the restaurants offer health insurance to crew members, which is outside the industry norm. Even more surprising the company does little advertising in order to give employees bonuses. 

Five Guys have soared in recent years and time will tell if their success can be sustained. But what do you think? Share your thoughts in the comments section below. And if you haven’t been to Five Guys, visit their website to find your nearest restaurant.

Posted in Business Success, Customer Service, Marketing | Tagged , | 6 Comments »

Older Posts »