The topic of organizational culture is extremely prolific now. And for good reasons. Most organizations nowadays have a really bad culture, and it is particularly bad in its ability to foster an innovative environment. But is culture the problem? In my mind, it’s a scapegoat...
With the principles of baseline expectations, the Innovation Cycle, and the Relationship Cloud in mind, I want to introduce another important thought process geared toward really getting at what delivers tangible net customer value. The thought process is based on the idea that net customer...
From an innovation standpoint – as well as an overall business excellence point of view – I prefer to view the customer experience as a huge opportunity. An opportunity to innovate, top to bottom, side to side, through the entire experience. An opportunity rising far...
If you look at the strata, at the very bottom is something I call “criminal.” I call it criminal because criminals take away from us and give nothing in return. Worse, sometimes they take from us and return pain. Recently, I sat down at a...
As a management consultant, I can almost walk into a building and look at the physicality of the people that work there – the expressions on their faces – and I can tell you almost instantly what kind of organization they are. In fact, study...
As a person who has spent his entire life in computer and medical technologies, it may surprise you that my first Innovation SuperstarTM is a tool company. But my interest in Snap-On Tools began when I was only six years old. My father was a...
I'm always excited to share how disruptive innovation and connection architecture was changing the future of how consumers want to be engaged in the kinds of experiences that they are now demanding. In my new book scheduled for release in September I have developed a...
Want to know what can happen when you lose focus on the customer? In order to win at innovation, you have to create real meaningful net customer value, that is, something your customer genuinely values and is willing to pay the going price for. It...
