Managing Customer Value
Joseph Michelli, author of Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People is tomorrow’s podcast guest and like all his books he bases them around five principles. This is Michelli’s second book on Starbucks, the first one was The Starbucks Experience: 5 Principles for Turning Ordinary Into Read More …
This is an excerpt from a webinar, that I presented on Lean Service Design. This particular section is on Service Dominant Logic or SD-Logic which was introduced by Robert Lusch and Stephen Vargo in the book, The Service-Dominant Logic of Marketing. Lean viewed through the lens of PDCA as a knowledge creation platform can serve Read More …
Lean Sales and Marketing is just not another extension of Lean into another area of business. if you think that way, you will be marred into product dominant thinking. You must recognize Lean as the pathway into Service Dominant Logic Thinking (Vargo and Lusch (2006)). Lean is used as the vehicle to deliver effective and Read More …
In a recent blog post, It’s not your Grandmother’s Lean anymore! I introduced a few thoughts from Tim Ogilvie, CEO of innovation strategy consultancy Peer Insight new book Designing for Growth: A Design Thinking Toolkit for Managers. I would encourage you to visit that post before listening to the podcast and leave the diagram up Read More …
In researching Service Dominant Logic (S-D Logic), I found the concept not all that new. I found the catalyst for this interest was the publication of an article by Stephen Vargo and Robert Lusch in a 2004 edition of Journal of Marketing entitled “Evolving to a New Dominant Logic for Marketing and later their book,The Read More …