Sales, Service and Product Attract, Retain and Grow Customers with Personas and Journey Maps

Sales job is to find and acquire new customers. Services job is to retain and grow the current clients. Product needs to support both theses objectives. The product needs to provide features that new customers are looking for and features that retain and grow the current client base. In most cases, features that retain and […]

Leading Innovation

Innovation is a process of discovery according to Leading Your Team into the Unknown, The accomplished innovation leader: Works more by example than by dictate Asks questions rather than make decisions Clears a path to the unknown for the innovation team rather than identifying the end goal Gives people the right kind of time, […]

Proctor & Gamble’s Innovation Factory

“We know from our history that while promotions may win quarters, innovation wins decades.” – Bob McDonald, Chairman, President, and CEO, Proctor & Gamble The company spends billions annually on R&D – roughly 50% more than its closest competitor and more than most other competitors combined according to How P&G Tripled Its Innovation Success Rate. Each […]

Compassionate Detachment for Design Thinking

“Train yourself to let go of what you fear to loose” – Yoda, Star Wars III As an artist, or just someone who is excited about an idea, compassionate detachment allows one to explore ideas with an open mind and the see the whole over the parts. Oftentimes we get caught up in an aspect of […]

Core Innovation and New-Growth Innovation

The December issue of Harvard Business Review, Build an Innovation Engine in 90 Days, shares the important distinction of core and new-growth innovation. Core innovations enhance existing offerings or improves current operations. They enhance the current strategy and organization structure with the objective of offering rapid and substantial returns in the near future and funded […]

Personas, Actors, and Roles

Personas, actors, and roles have been around for a long time. In Greek theater, the persona referred to the “theatrical mask” – a role played by an actor. The Romans expanded the term to indicate a role in a court of law where personas assume roles with legal attributes such as rights, powers, and duties. […]

Behavioral Data Insights Drive Personalized, Contextually Relevant Experiences

Customer experiences must be contextually relevant, personalized, and synchronized across the channels that they frequent. Organizations need to go beyond demographic, psychographic and geolocation segmentation and capture, analyze and execute on behavioral data about their customers. Smart organizations deliver the right message or offer at the right time through the right channel to the right […]

Increase Creative Productivity by Sharpening Your Organization’s Collective IQ

The Connection Science and Engineering at the Massachusetts Institute of Technology has found ways to increases productivity by as much as 17% by improving flaws in the way new ideas flow through organizations. In a presentation for the 4As’ CreateTech, David Shrier, Managing Director of CSE, shares a handful of MIT-proven methods to boost the […]

Marketing Lessons from Taylor Swift

MaryLeigh Bliss did this great post, 3 Marketing Lessons Brands Could Learn From Taylor Swift (Seriously), a little while back that I thought was, not only the right way to reach Gen Y, but is just good common sense. In general, this is what she shared: Get Personal In April, Taylor Swift surprised a super-fan […]

The Sensory Ethnography Lab at Harvard University

The Sensory Ethnography Lab (SEL) is an experimental laboratory at Harvard University that promotes innovative combinations of aesthetics and ethnography. Aesthetics is a set of principles concerned with the nature and appreciation of beauty, especially in art and a branch of philosophy that deals with the principles of beauty and artistic taste. Ethnography is the […]