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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 …
Without saying the words, Jeanne Liedtka, Professor of Business Administration, Darden School of Business, University of Virginia and Co-Author, Designing for Growth: A Design Thinking Toolkit for Managers (Columbia Business School Publishing) discusses the Job to Be Done metaphor. Listen to this short talk she gave at Rotman School of Design. Her co-author, Read More …
A tinkerer and inventor since age 7, Javier is a rising senior in high school. In 2008, Javier founded the non-profit organization Inventors without Borders to encourage and enable teens to use their talents to solve real-world problems. In 2009, Javier won the first place award in the Ashoka-Lemelson "Invent Your World" competition with his Read More …
When we use our typical sales and marketing approach, we form an idea of the way things should be, forming maps or journeys that we want our customer to adhere to. As they get further along, we have so much invested that our manipulations get stronger. When they push back, we push back. When we Read More …
CAP-Do: What makes CAP-Do so attractive is that it assumes we do not have the answers. It allows us to create a systematic way to address the problems (pain) or opportunities (gain) from the use of our products and services. CAP-Do is an emergent process. You may know the outcomes that you desire but that Read More …
John Goodman, Vice Chairman of Customer Care Measurement and Consulting (CCMC), has published scores of articles including “Using Service to Grow the Top Line” in the AMA Journal, 8 articles in Quality Progress as well as BrandWeek, the American Banker and Marketing News. Business Week credits John’s research for creation of the GE Answer Center, Read More …