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 research topics include: innovation in Read More …
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 excerpt from the podcast: Rob Read More …
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 thoughts and processes that he Read More …
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 environments. She just recently co-authored Read More …
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. Bob will be working his Read More …
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 the Age of Techno Service takes Read More …