Author Archives: Chad McAllister

How to Effectively Conduct ‘Voice of the Customer’ Research

Ascertaining your customers’ wants and needs might compare to assembling a three-dimensional jigsaw puzzle with a few pieces missing. It requires a multi-layered process that includes both qualitative and quantitative methods, as well as a structure that prioritizes customer wants and needs. The Voice of the Customer (VOC) is such a process.

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Building a Global Innovation Capability at a Large Company

An interesting thing happens in successful companies. They tend to focus on what made them successful and over time actually drive out innovation and instead develop a resistance to risk-taking. Known as the “incumbent’s curse,” examples are easily found, such as Kodak, Research in Motion, Sony, and Hewlett Packard. Find a large company and chances are high that...

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