Monthly Archives: December 2009

Intuit’s “Narrowcasting” Approach to Customer Service

  This article outlines the Intuit unique “Narrowcasting” approach to its QuickBooks Live Customer Community.  It invites its “Diehard” users to support other users.  Please note particularly: “Intuit chose this “narrowcast” approach after Chief Executive Brad Smith heard what was … Continue reading

Posted in Crowdsourcing, Customer Co-Creation, Customer Communities, Customer Service | 2 Comments

Advice for Retailers on Preventing Customer Rage

Posted in Customer Complaint, Customer Insight, Customer Service | Leave a comment

Do commodities only exist in the mind of the inept?

I found this comment by MIT’s Arnoldo C. Hax on commodities very insightful: “A final comment about a very important trap that many managers fall into: the dangers of commoditization.  At the beginning of my work on the Delta Model, … Continue reading

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The Importance of ‘Crazy Ideas’

Steve Jurvetson of Draper Fisher Jurvetson on the importance of ‘Crazy Ideas’: “Jurvetson said DFJ doesn’t strive for consensus among its partners when investing in deals. Instead, the firm allows a passionate minority to outweigh a negative majority. “A couple … Continue reading

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