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If You Build It They Will Come: How a Unique Customer Experience Grows Your Business

Customer Experience is one of the least understood aspects of delivering an excellent product. For many businesses customer experience is equivalent to customer service, where the customer only calls when there’s a problem. Think Lily Tomlin managing the phone line switches in small town America. This one engagement is designed around resolving a problem quickly …

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How to Get Great Customer Feedback and Avoid Turning Your Product into an Ugly Sweater

Want to know the one characteristic my clients share across all my work? They’re passionate innovators who come up with fabulous ideas about how to better run their businesses and serve their customers. And they have no problem finding someone – a stakeholder or customer – who likes their idea. They tell me, “I showed …

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Desirability, Feasibility, Viability: The Sweet Spot for Innovation

  The ideal innovation process is the trifecta of desirability, feasibility and viability. If your idea meets all three criteria, then it contains these essential characteristics: A desirable solution, one that your customer really needs A feasible solution, building on the strengths of your current operational capabilities A profitable solution, with a sustainable business model. …

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7 STEPS TO CO-CREATING INNOVATIVE SOLUTIONS WITH YOUR CUSTOMERS

One of the most important stakeholders in your innovation and improvement efforts is often the person who’s least involved – your customer. Many businesses falter at getting customer input, stating that it’s too hard for them to reach the people they need to talk to. There’s also a deeper fear involved – that their customer …

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How to Find Your Right Road to Innovation: 3 Key Pivot Points

A key component of innovation is measurement. No, not measurement of sales or business growth, although that will eventually come. Early measurement consists of product / market fit, an assessment of whether the solution really solved a pain point that was important enough that your customers will pay you for it. Assess whether your solution …

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3 Steps to Achieving a High ROI on Your Innovation Dollars (Hint: Start with your Customers)

Are you skeptical of the return on investment (ROI) from innovation projects? Many of my clients are. Sure, they invest in incremental improvements – fix what is broken, adopt new technology to make their operation more efficient, train their people to increase their productivity. But when is the last time you actively pursued an innovation …

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