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Companies are rushing to implement AI-driven customer insights, chatbots, and predictive analytics. The problem is, AI can do the work, but it can’t decide what work should be done. That decision must be rooted in customer understanding. Most innovation teams lack the operating system AI needs to succeed. The Amplification Problem Kentaro Toyama’s research in …
How To Transform Ordinary Teams Into Breakthrough Innovators “There’s no such thing as a creative or uncreative person or team; only people who are trained in creativity or untrained.” (Inspired by Jim Kwik’s insight on memory training) I hear leaders bemoan two common innovation struggles that, in reality, have the same root cause. First, some …
6 Steps to Turn Innovation into a Repeatable Business Process
How JTBD Reveals Latent Unarticulated Needs Success at innovation requires that we remember “the drill is not the hole.” The drill is a solution designed to help customers make a hole. Other solutions could be a pick, punch, a laser, or some yet-to-be-invented tool. The customer need is to “make a hole.” People confuse customer …
How to Acquire More Clients (and Maintain Your Integrity) We’ve all been manipulated into buying something we didn’t need. This type of selling behavior is particularly egregious for professional service providers because it is the antithesis of being a trusted advisor. Not surprisingly, a high percentage of professional service providers — attorneys, accountants, architects, consultants …
A Short Meditation on Customer Needs (Modeled after “If-by-whiskey,” the famous 1952 speech by Noah S. “Soggy” Sweat, Jr.) On the contrary, I will take a stand on any issue at any time, regardless of how fraught with controversy it might be. You have asked me where I stand concerning the commonly held belief that …
Why the Customer is Not Always Right Many service providers and businesses have prospered by giving excellent service inspired by the motto “the customer is always right.” It was popularized over 100 years ago by pioneering and successful retailers such as Harry Gordon Selfridge, Marshall Field, and John Wanamaker. In an era when misrepresentation and …
Why You Should Forget About Exceeding Customer Expectations Our modern business literature is filled with books and articles from experts who advise businesses to exceed customer expectations and over-deliver as a way to delight customers, build loyalty, improve retention, increase referrals and drive growth. This thinking is so entrenched in corporate America that it often …
Going Beyond Patient Satisfaction “The key to unlocking this (growth) potential is and always has been to focus on the consumer…This is why our Category Offense is such a powerful advantage. The insights we draw from our deep consumer connections fuel our ability to create new products and services that excite and engage.” – Mark …
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