Category Archives: Uncategorized

The impact of facilitated empathy on customer satisfaction and employee performance

  According to Webster, Empathy is “the feeling that you understand and share another person’s experiences and emotion”. This post outlines several case studies demonstrating how facilitated empathy, or helping employees and customers understand each other’s experiences, can improve customer … Continue reading

Posted in Uncategorized | Leave a comment

When sales and marketing goals go wild

  In his Harvard Business School working paper, Max Bazerman argues that: “The harmful side effects of goal setting are far more serious and systematic than prior work has acknowledged. Goal setting harms organizations in systematic and predictable ways.  The use … Continue reading

Posted in Uncategorized | 1 Comment

There’s no better inventor than a frustrated consumer

I found this NYT story on Yellowberry very inspiring.  Please note particularly: “Ms. Grassell, now 18, is not merely interested in joining the ranks of teenage entrepreneurs. She is bent on changing the bra industry and starting a social movement … Continue reading

Posted in Uncategorized | 1 Comment

The four most important words in the English language

The four most important words in the English language are, “What do you think?” – J.W. Marriott Jr

Quote | Posted on by | Leave a comment

“It is not the answer that enlightens…

“It is not the answer that enlightens but the question.” – Eugene Ionesco

Quote | Posted on by | Leave a comment

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

Is fansourcing the future of customer service?

I found this case study of how Needle turns product fans into customer service reps very thought provoking.  The case is similar to growing number of cases from Intuit, GiffGaff, and many others.  Please note particularly: “Nick Joy, 26, lives … Continue reading

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