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The Answer to Complacency and Nearsightedness

The Answer to Complacency and Nearsightedness

Cracking The Customer Experience Code

Cracking The Customer Experience Code

Leadership Capacities & Branding

Leadership Capacities & Branding

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When innovation misses its mark?

Cracking The Customer Experience Code

Cracking The Customer Experience Code

Customer experience (CX) is a key aspect to the innovativeness of an organization. Particularly, in knowledge intensive business service firms, customer experience is one of the key factors driving growth, sustainability, and value creation. In addition to CX, employee engagement (EE) is critical to advancing innovativeness in organizations. EE is also integral to an innovative culture which is also important to an organization’s innovativeness. Here is a past post on inn

Shaping Innovative Space

Shaping Innovative Space

Despite every HR professional’s attempts at making the workplace amenable to all employees, such that they perform at a high level, people will naturally gravitate toward those they have something in common with. For example, similar thinking, aspirations, education, family composition, and shared experiences are all points of commonality that draw people together into cohesive groups. Cliques, as they were called in high school, were more divisive than helpful but in busine

Exploring Service Design

Exploring Service Design

Service design may be misunderstood and undervalued as simply being a designing of services, involving trial and error. Moving a potential need into an operational concept, without acceptance tests or quantifiable processes. This is not service design. Service design aids an architectural and efficient approach to building intangible goods. This involves the arrangement of processes in the origination of market offerings and value creation as described by Sangiorgi & Pren

Insights on Value Creation

Insights on Value Creation

Creating value in large businesses is fundamentally different than creating value for small businesses. In this post, I shed some light on the differences while also giving some insight into similarities in the value chains. LARGE BUSINESS In large businesses value creation is more defined in that the value created for shareholders and customers. In this scenario, value capture which follows value creation, is where the business receives payments from customers through obst

Keys to an Innovative Culture

Keys to an Innovative Culture

In a previous blog post I discussed the 10 elements of an innovative culture. In that post, I described the ideal qualities of an innovative culture… one that engages its employees and creates experiences for its customers that not only deepen relationships but also frame those relationships as a place of co-creation and service design. In this post I’ll look at an innovative culture from a different perspective. In this post I’ll attempt to provide insight into how to shi

The Philosophy Of Customer Jobs

The Philosophy Of Customer Jobs

Target Market Definition One of the most important concepts I’ve learned while being a full time entrepreneur is that you’re a marketer when not completing the technical tasks or administrative activities of the enterprise. Considering the amount of time spent marketing, entrepreneurs certainly value understanding the nuances of their target market. This framing helps to focus efforts towards maximizing marketing spend and thus assisting in maintaining a positive ROI. Alth

How does Failure fit into your innovation strategy?

How does Failure fit into your innovation strategy?

From a very young age I was taught what I shouldn’t do and that I must deal with the consequences of making mistakes. Growing up in a single parent home, my Mom did her best to protect my brother and I from mistakes by helping us understand the importance of our decisions and the practice of making good decisions. As a young adult, early in my business career I had bosses that didn’t tolerate mistakes even if the mistake was in their delivery of the assignment. I found myse

Your Company is Not Innovative and Here's Why!!

Your Company is Not Innovative and Here's Why!!

Every company, not just innovative ones, build their cultural foundation positioned between the operational and entrepreneurial systems. The operational system is driven by budgets, strategic plans, and the formality of business disciplines with regulatory bodies, such as: FASB/IFRS for accounting & financial reporting, ISO 9001 for quality assurance, and PMBOK for project management. Similarly, the entrepreneurial system is buttressed by less formal disciplines, such as: cre

Creating a Culture of Innovation

Creating a Culture of Innovation

Top 10 elements that make up a culture and climate of innovation Deconstruct silos of complacency Change perceptions and challenge fundamental beliefs about the product or service portfolio can bring about a sense of awareness of hidden possibilities (Capozzi, Dye, & Howe, 2011). Current explicit and tacit knowledge embedded in the workforce can be buried in the day to day routines and related groups, teams or departments that must be encouraged out of their comfort zone. Se

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The Answer to Complacency and Nearsightedness

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