Customers

You Can't Prove The Future – You Can Only Create It

Many articles and books have been published on how to make innovation happen, how to overcome innovation barriers, and how to develop an innovation competency within an organization. One area that requires more exploration is to understand why ideas and new business concepts never make it to the market, and how the new ideas that do make it to market often fail.

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Give the People What They Want

One of the reasons that innovation seems to miss its promise so often is that great many products and services are presented with great fanfare and expectations about how those products and services will delight customers. Far too often, those expectations are wrong. That's not to say the product or service is inadequate, or that the need doesn't exist. There's simply more to the story that innovators often overlook.

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The Design Well

When you apply the design process both deeply and broadly, you can create rich brand experiences that turn customers into believers. The trick is to do what Shakespeare did in creating his plays. By designing entertainment products that worked on multiple levels, he was able to increase not only the number of customers but also their satisfaction, so they came back again and again.

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Innovation is in the Bag

I’ve always said that you can innovate around literally anything, whether it’s toasters, tires, or paint cans, or a conventional business model like, say, banking, or air travel, or automobiles. All you have to do is use the right methodology to start radically reinventing whatever has gone before.

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Customer Value Pulses

Customer value pulses are targeted waves that result in steady, rhythmic increases in market growth and value production. Market growth and value production can each happen independently, but then you experience them as propped up by your effort, leaning heavy on the work you must continue just to keep them alive. Better to bring the two together and let them support each other, even create synergies together.

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Save a Dollar – Lose a Customer

Buca di Beppo, you may know, is a chain of Italian restaurants. Their particular focus has been rustic, family-style Northern Italian food. Although it’s a chain and has grown like gangbusters, until recently they seemed to have retained their authentic charm, which included great food, service, ambiance, the whole package. My foreshadowing skills are awful, so you can probably already ...

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The Evil Downside of Gift Cards

This past holiday season I saw probably one too many articles trumpeting the value of gift cards to retailers and how they are a great thing for retailers. My skeptic side starts coming out as I see article after article appear, and I have to start asking "Is the increasing prevalence of gift cards as a holiday gift (primarily Christmas) a good thing for retailers?"

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