Are Your Customers saying WOW?

If there is a single tragic flaw that mars our biggest enterprises, it is conservatism - the failure to fail, and fail big, in an era of unprecedented volatility and ambiguity.

All business success rests on something labeled a sale, which at least momentarily weds company and customer.

Leaders win through logistics. Vision, sure. Strategy, yes. But when you go to war, you need to have both toilet paper and bullets at the right place at the right time. In other words, you must win through superior logistics.

Many flagship state universities have wonderful digital libraries that are accessed by people around the world. In future, if not current, budget crises, trustees, board members, and administrators may wonder why these state institutions - with an articulated primary clientele of students, faculty, and staff members and a secondary clientele of all citizens of the state - should be spending resources on a digital library that is used by many people beyond the primary and secondary service populations.

Print-based libraries developed in an age of scarce printed resources.

With most competitors moving ever faster, the race will go to those who listen (and respond) most intently.