Monthly Archives: November 2011

Do your customers use your products in ways you never imagined?

Xbox created The Kinect Effect site[now off] to celebrate the inspiring works of their creative consumers: “We built Kinect to revolutionize the way you play games and how you experience entertainment. But along the way, people started using Kinect in … Continue reading

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How can you preclude your stores from becoming showrooms for Amazon?

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How do you discover your customers’ unrealized needs?

I found Yale’s Ravi Dhar note on “Want Customer Loyalty? Be Relevant; Anticipate Their Needs” very thought provoking.  Note particularly: “The lesson here is that sometimes consumers do not realize precisely what they want. And helping them in this process … Continue reading

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Can innovation be strangely resistant to novelty?

Many innovation processes extinguish “heretical” or novel ideas.  See for example Matt Ridley’s recent Wall Street Journal article: “The list of scientific heretics who were persecuted for their radical ideas but eventually proved right keeps getting longer. Last month, Daniel … Continue reading

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Should you broadcast live customer feedback?

According to Charles Nardello, Hawaiian Airlines’ Senior Vice President of Operations, the airline gets very close to its customers by broadcasting real-time, unedited, unfiltered customer feedback to their employees: “Rather than just monitoring social media separately, say through our marketing … Continue reading

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Should you let your Customers cut in line?

Yes, Gad Allon and Eran Hanany found that cutting in line can actually be “beneficial to the [operational] system and its customers in the long run”.  Please note particularly: “It’s an everyday occurrence in a fast-paced world. A person rushes … Continue reading

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The Nordstrom Innovation Lab

Can you embed an agile startup in a large company?

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