Monthly Archives: July 2013

Hyatt transforms nine hotels into innovation labs

  I found this Hyatt Lab concept very inspiring.  Hyatt has converted nine of its hotels, including the Grand Hyatt San Francisco Hotel, into proof-of-concept laboratories: “About a year ago, Hyatt Hotels started using nine of its hotels around the … Continue reading

Posted in Consumer-Driven Innovation, Customer Collaboration, Customer Experience, Customer Insight, Innovation | Leave a comment

Customers who are a pain in the neck are really the great customers

I found this story on Marlin Steel’s road to resilience very inspiring for many reasons.  Please note paricularly: “The final line of defense for Marlin lies in the customers it targets: Greenblatt wants the toughest ones, the kind who make … Continue reading

Posted in Consumer-Driven Innovation, Customer Immersion, Customer Insight, Innovation | Leave a comment

Is operational transparency conducive to building customer trust?

I found this presentation on Trust through Transparency by HBS’ Michael Norton very instructive.  According to Michael, operational transparency [or showing your work to your customers] can improve customer relationships: “Think about all the places where you’re doing an enormous … Continue reading

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