Category: customer experience

  • Building a Case so Strong that it’s Self-Evident

    Building a Case so Strong that it’s Self-Evident

      “You've got to start with the customer experience and work backwards to the technology.” [Steve Jobs] What incredible benefits can we give to the customer? Where can we take the customer? Why us? These are the three key questions we should ask ourselves when we're working on a new product.     It's not a question…

  • Everything is Obvious once we Know the Answer

    Everything is Obvious once we Know the Answer

      In 1994, Jeff Bezos left a stable, well-paying job in a hedge fund  company to start selling books over the internet. Having learned degrees in electrical engineering and computer science, he had been working on building network and web-based tools for other companies.     The rapid growth of Internet use and a new U.S. Supreme…

  • Six Things we Need to Get Right to Become Influencers

    Six Things we Need to Get Right to Become Influencers

      An employee at Danny Meyer's Gramercy Tavern in New York City notices a woman entering the restaurant. She's in a panic for having inadvertently left her cell phone and purse in her cab. She doesn't know whom she's supposed to meet, how she's going to pay for her meal, or how to retrieve her…

  • What Happens… When our Imagination is Caught on Fire?

    What Happens… When our Imagination is Caught on Fire?

    “Is this a test Pam? Are you requiring proof of how badly I wanna make you happy so that we can create this beautiful thing together?”     The line comes after a challenge by Mary Poppins' P.L. Travers to Walt Disney in 1964. That was the time, Disney had invited Travers to engage with his team…

  • What Case Studies Should Include to Move the Conversation to the Finish Line

    What Case Studies Should Include to Move the Conversation to the Finish Line

    Case study is an expression marketers and sales professionals borrowed from science. As such, there are at least four types to serve different purposes: 1./ illustrative are primarily descriptive to make the unfamiliar familiar and to give readers a common language about the topic in question; 2./ exploratory or pilot are condensed case studies performed…

  • We Need to Get Out More

    We Need to Get Out More

    It happens in every company, eventually the internal dynamics become more important than what happens with the customer, what she wants to talk about, what he's thinking about. In fact, we often (still) prefer the detached rooms of research to a human contact. We over-engineer feedback because asking eyeball to eyeball, or observing behavior directly…

  • Seeking Experiences Where the Product is a Better Self

    Seeking Experiences Where the Product is a Better Self

    In a 2014 report the Boston Consulting Group says that nearly $1 trillion of the $1.8 trillion spent on “luxuries” in 2013 was spent on experiences — 55 percent. “When we buy experiences, those purchases make us happier than when we buy things,” says Joseph Pine, the co-author of The Experience Economy. “Some large part of…

  • How to Turn Knowledge into Data: Customer Reviews

    How to Turn Knowledge into Data: Customer Reviews

    We are constantly pressed to do more with less, or to become better at producing more of the things that get us greater results. We want to spend more of our time doing things that work and less on failing. To do that, we need to become more of what we are. Because of our…

  • Three Ideas for Creating Better Habits in Business

    Three Ideas for Creating Better Habits in Business

    “Organized common (or uncommon) sense — very basic knowledge — is an enormously powerful tool.” [Charlie Munger] In our communications we often use what we know about our physical and social experience to provide understanding of something unfamiliar — we use metaphors. A metaphor is a figure of speech in which a term or phrase…

  • APIs as Personal Systems in the Networked Marketplace

    APIs as Personal Systems in the Networked Marketplace

    “What gives life to and sustains the corporation resides on the 'outside,' not within its direct control, and the customer is the primary mover of those external realities and forces. It is the prospect of providing a customer with value that gives the corporation purpose, and it is the satisfaction of the customer's requirements that…