Author Archives: Hutch Carpenter

Are Customers Valuable to Innovation?

More and more, customer-centricity is becoming a thing. As in, an increasingly important philosophy to companies in managing day-to-day and even longer term planning. In comes in different forms: design thinking, social CRM, service-dominant logic, value co-creation. But it’s not pervasive at this point...

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Does Twitter Help You Understand Customer Needs?

To examine this question, I assumed the perspective of a financial firm trying to get a better handle on the "paying for college" jobs-to-be-done. In aspirational, emotional terms, college continues to be a top goal of parents for their children, and of teenagers as well. In economic terms, colleges have an insatiable appetite for tuition increases.

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Jobs-to-be-Done in the Customer-Centric Organization

I asked it for when I asked the following question about customer-centricity on Twitter, as I had a conversation in the preceding days with a fellow from a large corporate. Customer-centricity was recently adopted as an internal mantra, but the manifestation of that was…wait for it…sentiment analysis. It’s a start, right? But is it really a difference-maker?

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What Bell Labs Taught Us about Innovation

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I don’t know about you, but really, I had no sense of the impact Bell Labs had on our current society. Gertner writes a compelling narrative intermingling the distinctive personalities of the innovators with layman points of view about the concepts they developed. In doing so, he brings alive an incredible institution that was accessible only as old black-and-white photos of men wearing ties around lab equipment.

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