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	From the archive... How choice demotivates customers At our London-based conference, ECMW, in 2006, Malcolm Gladwell, author of The Tipping Point and Blink, referred to a study in how people buy jam to illustrate the fact that customers are put off by too much choice ... Author::Phil Dourado Added: 2 Aug 2007 more

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	Only got a minute? Accelerate your performance with one of our Fast Guides. Latest Fast Guides added The danger of prejudging customers: the millionaire in muddy overalls Phil Dourado writes: Whenever you see a customer walking towards you, you are ‘segmenting’ – categorising them in your head based on their appearance ... Author::Phil Dourado Added: 30 Dec 2007 Customer innovation: a short case study One of the richest sources of innovation is people at the sharp end of your organization – where your organization meets its market, touches its customers ... Author::Phil Dourado Added: 30 Dec 2007 MOTIVATION VERSUS MORALE We focus too much on motivating the frontline, and not enough on improving morale among customer-facing employees ... Author::Jeanne Bliss Added: 5 Dec 2007

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