Managing Customer Value
Maybe the better question is can it be created? Most of us believe it is though better or more marketing or sales. Where it really comes from is understanding your customers better! That should come as little surprise to the readers of this blog. My recent posts: Deming was just simply wrong about variation… Why Read More …
Design and Customer Experience, incorporated in Service Design Thinking are not the future but already upon us as the new norm for being successful in business. These principles address the demand side of the equation. Examples being Amazon, Starbucks, Xerox and IBM to name a few high profile companies. As a side note these companies Read More …
This is very interesting concept and one of the foremost thoughts that I have seen lately. It is not about one particular “thing” but about a collection of components. Watch live streaming video from mobilize2011 at livestream.com What this does allow is for niche players and ideas to take hold. But what you will have Read More …
The concept of PDCA (Plan Do Check Act) is based on the scientific method, as developed from the work of Francis Bacon (Novum Organum, 1620). The scientific method can be written as “hypothesis” – “experiment” – “evaluation” or plan, do, and check. Shewhart described manufacture under “control” – under statistical control – as a three 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 …
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 …