Extending Your Platform to Membership

Robbie Kellman Baxter is a long-time advisor to some of the most popular membership-based businesses and author of the recent book, The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue. Membership surpasses subscriptions, sharing, and meshing – it’s about appealing to the human needs Continue reading

Jobs To Be Done Matrix

I have been pretty vocal in the past about using Value Stream Mapping, Value Stream Mapping should be left on the Shop Floor, and along with a couple other blog posts, Shaping your Customers Vision and Kill the Sales and Marketing Funnel. I think these types of tools lead us Continue reading

Chesbrough on Open Services Innovation

Henry Chesbrough is a Professor at ESADE and father of the term ‘open innovation’, one of the concepts behind the creation of ESADE Creapolis. He is currently Adjunct Professor and Executive Director of the Center for Open Innovation at the Haas School of Business at the University of California, Berkeley.His Continue reading

Discussing Outcomes versus Features and Benefits

Robin Lawton book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed offers some valuable insights even though it was written 20-years ago. In a past podcast, I asked Robin about discussing outcomes versus features and benefits. Related Podcast and Transcription: How Do You Listen to Your Customer? An Continue reading

An Instruction Manual for Innovation

David Hamme enjoys helping leaders uncover opportunities, examine problems from new angles, and executing the plan to bring them to fruition. His goal is to make your life easier and supercharge your performance.  His recent book, Customer Focused Process Innovation: Linking Strategic Intent to Everyday Execution is compilation of his Continue reading

A Clinic on Innovation Practices

The 300th Business901 Podcast  The Mayo Clinic Center for Innovation founding and current administrative director,  Barbara Spurrier MHA, is my guest this week on the Business901 podcast.  She has advised senior leaders in the health care industry for over two decades, serving as a champion for innovation in large, complex Continue reading

TryStorming instead of BrainStorming?

Bob Petruska of Sustain Lean Consulting brings 24 years of experience helping a variety of customers including Health Care, Aerospace, Automotive, Food, Office and Service industries improve their performance.  He is a consultant, presenter, trainer and author of Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters. Continue reading

Quality People and Customer Experience

John Goodman has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. John’s new book, Customer Experience 3.0: High-Profit Strategies in Continue reading