What does it mean to your customers when something is obviously broken and you do nothing about it? John Moore over at Brand Autopsy has a really interesting thread going on broken windows, an idea that has roots in a study by criminologists James Q. Wilson and George L. Kelling, referred to in both Malcolm Gladwell’s The Tipping Point and Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant (identified on many, many lists as one of the best business books of 2005).
Check out Brand Autopsy’s post to get a handle on the idea. I’ll be back with more on the topic. This is so relevant for all of us.