thru Adaptive Marketing Practices
All of us want to be customer-centric? Are your products and organization structured to be customer-centric? In the book, Designing Your Organization: Using the STAR Model to Solve 5 Critical Design Challenges, the authors discuss the differences between being product-centric and customer centric. Listen to what co-author Amy Kates says.. Adapted from the book, I Read More …
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 …
In yesterday’s blog post, I made a statement that I find a striking resemblance in the Toyota Supplier hierarchy (on left) depicted by Liker and Meier (The Toyota Way Fieldbook) and the Economic Pyramid model (on right) of Pines and Gilmore (The Experience Economy). It deserves a better description. If we were to view the Read More …
During the past few months I have been spending time understanding the Service Design concept. The history according to Wikpedia: The earliest contributions on service design (Shostack 1982; Shostack 1984), the activity of designing service was considered as part of the domain of marketing and management disciplines. This design process, according to Shostack, can be 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 …
I was in a recent LinkedIn discussion that referred to Sales and Marketing customer as being the internal organization and their role was to optimize the throughput of the observation. The sales and marketing role was further explained in the terms of takt time based on optimal production of the organization. The goal of sales Read More …