All progress emanates from the freedom to make mistakes in the pursuit of organisational learning
Jules Goddard London Business SchoolTony Eccles Cass Business School, City University
Transition: from diktat to experimentation
Capital One, the fifth most valuable credit card in the United States, came late into the market and built its success on the back of thousands of experiments, testing seemingly infinite variations on ways of designing, marketing, pricing, communicating, targeting, promoting and cross-selling its credit card. In this respect alone, Capital One is an unusual business. The randomised testing of business ideas or management practices, using...