Monthly Archives: November 2009

There is no point in asking consumers -who do not know what they want – to say what they want

This is one of Russ Ackoff’s f-LAWS.  Russ is advocating helping customers find what they want by asking them to design the product or service: “Many new product and service introductions have been disastrous despite the extensive surveys conducted to … Continue reading

Posted in Customer Feedback, Customer Insight, Innovation | 2 Comments

Favoring Moore’s Law Over Customer Feedback

NVIDIA’s co-founder Jensen Huang attributes a pursuit of insatiable technology, despite the price, that delivered even more than the customer requested or needed, for their decades-long market endurance.  Please note particularly: “And so for the first five years of our … Continue reading

Posted in Customer Feedback, Customer Insight, Innovation | Leave a comment

Users as Service Innovators

In this MIT Sloan Working Paper, Eric von Hippel and Pedro Oliveira explore the histories of 47 functionally novel and important commercial and retail banking services. They found that, in 85% of these cases, users self-provided the service before any … Continue reading

Posted in Innovation | Leave a comment