Managing Customer Value
I ask that question of next week’s Business901 podcast guest, Shep Hyken. Shep is a customer service expert, professional speaker and bestselling author who works with organizations who want to build loyal relationships with their customers and employees. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty Read More …
I think it would be safe to say that in traditional Lean Practices, the notion of Product/Goods Dominant Logic still prevails. The opposite, of course, is Service Dominant Logic. From that tradition, you will see many Lean companies viewing their product as a value stream and as a result, their markets in very much the Read More …
Frank V. Cespedes is a Senior Lecturer of Business Administration in the Entrepreneurial Unit at Harvard Business School. He has run a business, served on boards for start-ups and corporations, and consulted to many companies around the world. He is the author of five books as well as articles in Harvard Business Review, the Wall Street Journal, California Read More …
Moving from Goods Dominant Logic to Service Dominant Logic? In the book, The Reciprocity Advantage: A New Way to Partner for Innovation and Growth, the authors give examples and describe the success of TED, IBM, Microsoft, Global Food Safety Initiative, Google, Apple, Airbnb and Tech Shop on creating new partnerships in order to achieve extraordinary growth. Read More …
We are all familiar with SWOT – Strength, Weaknesses, Opportunities, and Threats. Few of us have not experienced creating one; it is sort marketing101 and even Business Planning101. It is effective and often used tool. What you put into it, is what you will get out of it. I challenge the use of SWOT occasionally, Read More …
Frank V. Cespedes is a Senior Lecturer of Business Administration in the Entrepreneurial Unit at Harvard Business School. He has run a business, served on boards for start-ups and corporations, and consulted to many companies around the world. He is the author of five books as well as articles in Harvard Business Review, the Wall Street Journal, California Read More …