Managing Customer Value
Service Innovation requires that shift the focus away from the solution and back to the customer. In the podcast, Service Innovation – Rethinking Customer Needs, my guest Lance Bettencourt discusses how to rethink your approach to the customer’s needs: how the customer defines value in a product or service. This is a transcription of the Read More …
True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business–one that takes you from making educated guesses to building a clear model to guide service innovation—Lance Bettencourt instructs on the finer points of how to rethink your approach to the Read More …
When are Lean Thinking, A3 Problem Solving, PDCA, Kaizen and Continuous Improvement not enough? There is actually a time when considering small incremental improvements are the wrong thing to do. When you are dealing with a high degree of uncertainty, there still needs to be a process in place. If not, you may end up Read More …
There has been a fair amount written about designing a customer experience and more specifically how the interpretation of theater can help. The most ready reference on the subject is Interactive Services Marketing by Ray Fisk, Steve Grove and Joby John. Service theater is based on the metaphor of services as theater, which they have Read More …
These webinars will discuss utilizing the Lean Marketing House Concept and how to apply Continuous Improvement to your sales and marketing process. I am offering from August 25th thru the 28th, a 25% discount on the next session. That session will start on September 8th. Each Participant will receive the E-Books: Lean Marketing House, Marketing Read More …
I was participating in a discussion on LinkedIn and came across an article, How to Sustain Front Line Process Improvement Activities from the Harvard Business Review and like most of us, if it says sustainability we take a look. It has to be the most difficult part of any continuous improvement process. I found the Read More …