Monthly Archives: April 2013

Will consumers turn the traditional manufacturing model on its head?

I found this PARC perspective on the future of manufacturing very insightful.  Please note particularly: “Tolga Kurtoglu, program director for digital design and manufacturing, told me how PARC software is being used for “virtual product development,” enabling consumers to essentially … Continue reading

Posted in Consumer-Driven Innovation, Crowdsourcing, Innovation, Uncategorized | Leave a comment

If you were competing with your own company, what would you do?

I found this  interview with Starbucks CEO Howard Schultz on the Starbucks of the future very insightful.  Please note particularly: “Sure, we’re doing work now on the store of the future,” says Schultz, whose company’s stock price is near an … Continue reading

Posted in Customer Experience, Innovation | Leave a comment

Do products mirror the organizations that make them?

I found this research on products that mirror the organization that make them very thought-provoking.  Please note particularly: “Specifically, products tend to “mirror” the architectures of the  organizations in which they are developed. This dynamic occurs because  the organization’s governance … Continue reading

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How do you manage false-negative innovation?

According to Henry Chesbrough an innovation false-negative is an innovation success that begins with failure. This New York Times story outlines one powerful false-negative innovation case: the 3M Post-it Note: “The catalyst for its [Post-it Note] development was the invention … Continue reading

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Do customers answer the questions they’re asked?

I found this study of the “response substitution” bias very instructive.  Please note particularly: “Response substitution, as the newly identified bias is called, is the process whereby some respondents frame their answers to questions in a survey in such a … Continue reading

Posted in Customer Feedback, Customer Insight | Leave a comment

Should you study your customers in the wild or in the zoo?

I found this Don Sull post on observing customers very insightful.  Please note particularly: “To empathise with customers’ unmet needs, managers must observe them in the wild, not the zoo. To better understand the needs of Mexico’s less affluent customers, … Continue reading

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

Can retargeting digital advertising backfire?

I found Catherine Tucker‘s research on ads that know too much very insightful.  Please note particularly: “Tucker has focused her studies on the growing number of personalized ads. In an experiment  with an online travel firm, for example, she saw … Continue reading

Posted in Personalization | 3 Comments

Can a lean startup operate inside a large company?

I found Scott Cook’s perspective on lean strategy for established companies very insightful.  Please note particularly: “Success is a powerful thing,” said Cook, who now serves as chairman of Intuit’s Executive Committee. “It tends to make companies stupid, and they … Continue reading

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Travel serendipity engineering

  The recent New York Times article on serendipity engineering prompted me to revisit this KLM Meet and Seat case study” “Want to find out who will be on your KLM flight? With Meet & Seat you can view other … Continue reading

Posted in Serendipity | 2 Comments

Call center serendipity engineering

  The recent New York Times article on serendipity engineering prompted me to revisit this call center serendipity engineering case study.  Please note that aligning instead or staggering the call center representatives’ coffee breaks resulted in an annual productivity gain … Continue reading

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