Many organizations invest in ideas when they really should be investing in solving customer problems. The distinction may seem subtle. Of course our ideas are solutions! But if you approach innovation with a focus on identifying and relieving pain points rather than creating solution ideas, the difference in what you produce is immense. For example, […]
Why Customer Pain Points Provide the Roadmap to Innovation Read More »
It was the end of a long day and Kim was still in her office. She needed to make a decision on which of the innovation ideas their organization had collected in their “Road to Innovation” contest to recommend for investment. Unfortunately, there was no clear winner. As the senior strategist in the leadership
From Ideas to Pain Points to Innovation Read More »
Creating a total customer experience (TCE) that delivers delight at every touchpoint can differentiate your business from the rest of your competitors. Why? Imagine buying a sandwich from a local café that, though delicious, is delivered in a container that falls apart before you get it back to your office. Or the service people are
Why TCE is Different Read More »
I recently picked up a business book circa mid 90’s sitting on a colleague’s desk. The premise of this book was that for companies to excel, they would need to choose to focus on customer service, operations or supply chain. One of three, take your pick. The world is not so simple now, hence the choice of
What is Total Customer Experience (TCE)? Read More »
“If you want to build a ship, don’t drum up people to collect wood and don’t assign them tasks and work, but rather teach them to long for the endless immensity of the sea.” ~Antoine De Saint Exupery Innovation takes creativity, and creative people need room to think and grow if businesses are going to
Do Your Performance Management Practices Inspire Innovation? Read More »
Government Strategic Communications Platform engages communication teams to focus their efforts on measured audience impact About this Client This federal government agency has a mission to enhance and protect the health and well-being of all Americans. The public affairs (PA) office oversees public communications such as campaigns to help people quit smoking or information about
Government Strategic Communications Platform Read More »
About this Client Our client’s platform division is builds the hardware platforms for consumer and business technology customers. Traditionally, consumers would buy one less costly platform and businesses would buy another more expensive platform but these lines were blurring as the technology capabilities became closer to on-par. To add to the confusion, the consumer technology group develops platforms for multiple product
Future Technology Roadmap Read More »
About this Client Our client is a non-profit medical research organization that pioneers new and smarter technologies, policies, and practices to make high-quality healthcare more accessible at a lower cost to all Americans. Executive Summary Our client wanted to explore how they could invest in research that would have deeper impact. Could they move beyond just studying
Addressing Scaleability of New Models of Care Read More »
Delivering service, experience and social is the key to growth but requires engagement from customers, employees – every aspect of the business The Experience Ecosystem Challenge It’s a brave new world out there, where the companies that succeed are the ones that have grasped new models of designing and delivering customer value by the horns.
Innovating the Experience Ecosystem Read More »
How to lead the design, creation and adoption of human-centered operating models built to deliver innovation. Purpose – Why are we doing this? Any journey starts with a destination, and innovation is no different. Sometimes innovators know where they are going but the destination is fuzzy, and the “why” is not clear especially if
The Design of Innovation Read More »