• Joseph Dager

    Will someone pay for Intangible Value?

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    In a recent blog post, Looking for a Game Changer, Start Underperforming!, I discussed the book Uncommon Service. Next weeks Business901 podcast guest co-author Anne Morriss discusses the four universal truths outlined in the book for delivering uncommon service: Uncommon Service

    1. You can’t be good at everything.
    2. Someone has to pay for it.
    3. It’s not your employees’ fault.
    4. You must manage your customers.

    This is an excerpt from the podcast:

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  • Patricia Seybold

    App Stores = Markets; Cloud Platforms = Customer Ecosystems

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    There’s clearly a stampede going on to combine app stores, digital downloads, and cloud storage/back-up as ways to create competing and coopetive ecosystems. Amazon, Apple, Facebook, Google, Microsoft (which just invested in Barnes and Noble’s Nook e-Readers) all now have such similar business models and ecosystem strategies, it’s no longer surprising when one of them makes the next move. Their goal: create a comfy “place” for us to hang out and DO everything we need to do in order to live our digitally-connected lives, from downloading music and videos and books, to chatting with our friends, to keeping our important digital assets, email and files backed up, to strutting our stuff and selling our wares.

    In his Forbes article, entitled Facebook's App Store Heats Up Convergence of Big 5, Haydn Shaughnessy writes:

    Facebook’s App Center will be a mega-shop for Apps from all operating systems, with a rating system based around engagement. Facebook will not take a cut if it directs people to iOS or Android but will be encouraging developers to do more for Facebook, where it will take 30%.

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  • Hutch Carpenter

    Jobs-to-be-done’s place in a customer-centric organization

    comments 0 comments  |  201 reads

    On Twitter, I asked this question:

    I asked it, as I had a conversation in recent days with a fellow from a large corporate. Customer-centricity was recently adopted as an internal mantra, but the manifestation of that was…wait for it…sentiment analysis.

    It’s a start, right? But is it really a difference-maker?

    I’ve written recently about jobs-to-be-done. As in, what customers hire your product to do. Those jobs have a tendency to (i) be hidden from you; and (ii) change over time. Knowing, and acting on, jobs-to-be-done (JTBD acronymized) is probably one of the most customer-centric things a company can do. You’re getting deep into what someone is buying your product for.

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  • Robert Brands

    Innovation: 3M’s lessons to be learned

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    3MWhile Apple is often the most highly touted company for its innovation success, 3M is a global innovation company that has remained under the radar for its long-term innovation plans and succeses. With $30 billion in sales and products sold in nearly 200 countries, 3M has made significant contributions to the health care, communications and office business - including bringing the world’s most recognizable brands Post-it Notes and Scotch tape to market.

    The root of 3M’s success is its business model; to foster organic growth by inventing entirely new, market-changing products. These disruptive technologies have not only led to new products but to the creation of new industries. In order to foster this growth, 3M has always emphasized the important of research and development (R&D) to which the company dedicates six percent of its yearly revenue. Although a high percentage in R&D spending does not guarantee success, 3M is doing very well.

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  • Ken Thompson

    The secret to building simple verifiable business models

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    Many business models used by enterprises have never been calibrated using the organisation's own historical data which seriously undermines their usefulness. This is generally not due to the lack of historical data but because of the way the models have been designed. So can you build business models which do not suffer from this fatal flaw? Absolutely!

    1. Brainstorm potential dilemmas

    See my previous blog on the topic of dilemmas and select the 2-3 dilemmas which seem most important for the business area you are exploring. You are looking for dilemmas which are both ubiqitous and high impact.


    2. Define the chosen dilemmas.

    For each dilemma:
    - Identify the horns of each dilemma ( ie competing decisions)
    - Identify the impact of each decision on your key business outcomes (financial and near market)
    - Draw the simplest model (Causal chain) which links these decisions to these outcomes (The Essential Model)



    3. Expand the Essential business model into its 3 key sub-models :


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  • Stefan Lindegaard

    Why Do Companies Embrace Open Innovation?

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    A few months ago, I met with the Sr. Director, Open Innovation at Lego. I asked him the above question. His response came fast and clear.

    “We have no choice”, he said and continued: “Our customers simply demand to be part of the development of our products and service and our employees tell us they can do more if we open up our innovation efforts. So in our view, we have no choice but to open up.”

    Let’s take a look at another compay, Psion. A few years ago, they were in deep trouble and the new CEO John Conoley quickly concluded that they needed to change their innovation methods in order to right the company.

    They decided to embrace open innovation and during an interview with them I asked John Conoley why they wanted to do this.

    He said something that has stuck with me ever since.

    “We want to be competitively unpredictable”

    I just like the taste of this. Which company would not want to become competitively unpredictable? As the interview continued, I asked him how he would do this and then he surprised me again by saying something a CEO rarely does:

    He said: “I have no idea! – but it is my job as the CEO to create the right framework and conditions for this to happen.” Open innovation is very much about changing the processes within a company. You need executive support to make this happen just like what Conoley gave then.

    It would be great if you can share other examples on why companies embrace open innovation.

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  • John  Wenger

    The system: the cause of and solution to a business’ problems

    comments 4 comments  |  802 reads

    People do dumb things.  Or rather, they fail to do smart things, even though it’s obvious to everyone else what the right thing to do is.  They also do dumb things even if they also know in their heart of hearts that it’s dumb.  I’m including myself in this, of course.  While I like to think I’m the master of my own destiny, I know I’m not an island and am subject to the vagaries of the systems I’m a part of.

    I consult with a number of people who sometimes despair at the dumb things their managers do.  They throw their hands up in frustration at the dumb things their company asks them to do.  In saying this, however, I am not leaping to the conclusion that people are dumb.  There will be many factors as to why we don’t do the smart thing.  Upton Sinclair, for example, said, “It is difficult to get a man (or woman) to understand something, when his (or her) salary depends on his (or her) not understanding it.”  We endure anti-social bosses or mindless busy-work or bizarre hierarchies because in a lot of cases, making sure we pay for food on our tables and a roof over our heads takes precedence over what our hearts or guts tell us.  Sad but true and I’ve been there myself.

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  • Michael  Plishka

    Censoring the Censor – The Key to Increasing Creativity

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    Inside your brain there’s a creativity censor.  With finger poised above the ‘Bleep’ button, he’s constantly protecting you from ideas that he deems useless, or worse: foolish.  He knows what every boss wants, what every friend thinks of you, what strangers see when they look at you.  He knows what’s best for you and the best way to get it.

    On more than one occasion I’ve seen this censor, singlehandedly, dull brilliance and turn a symphony into an energy sapping drone.

    Why would the censor do this?  Because he’s protecting you!  Give him a free rein and you will comfortably reside in the Status Quo.  You won’t look like a fool, you won’t push the envelope, you won’t feel uncomfortable.

    Your creativity and the potential for great ideas will also come to a screeching halt.

    Ideas build upon ideas – yours and others.  They are stepping-stones.  Remove one and things might be okay…might.  Remove two or three and you’re constrained to walking on one plane.

    So, what can you do?

    You need to teach yourself to not listen to the censor, but instead to listen to the ideas. When you hear the “BLEEP!” you need to ignore it.  Instead, write the idea down and play with it. See where it leads.  Nowhere?  That’s okay!  But, the very act of acknowledging that idea has now given you a stepping stone to another idea, and another, and….

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  • Kathy  Klotz-Guest

    Creating Awesome Products and Services: Part I, Interview with Mike Harding

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    I recently chatted with Mike Harding, innovator and developer, about creating awesome new products and services. I met Mike when we both presented product and service innovation sessions at The 2012 Silicon Valley Product Camp at eBay in March. He has worked with numerous startups ranging from fruit and produce wholesaling to Java application servers. Mike worked to bring software and developers into the networking world at Juniper Networks. His current startup is re.vu, a personal landing page for your professional brand. When not working, Mike loves to spend time with his family on the California coast.

    Kathy Klotz-Guest (KKG): Why do companies often get ‘new’ products and services wrong?

    Mike Harding (MH): We are brilliant individually and stupid together.

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  • Kathy  Klotz-Guest

    Creating Awesome Products and Services, Part II: Interview with Innovator Mike Harding

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    KKG (Kathy Klotz-Guest): Other than Apple, when we look at Silicon Valley – who is creating really innovative products?

    MH (Mike Harding): I would say Nest Labs. Tony Fadell, the founder, created the iPod. He came up with a non-obvious answer to a problem people didn’t know they had. Almost 50% of energy in homes goes to cooling; he wanted to apply technology to the problem to reduce energy consumption. He developed a “learning” thermostat. And he wanted it to have a cool design, too, which it does.

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