Tag Archives | customer experience

Look Outside Your Industry for Breakthrough Ideas

Be Different

I recently met with the leaders of a highly successful company. Sales growth, which had been strong for years, was headed into negative territory. They were desperate to find the next “big idea” that would put their company on track for future growth.

As they discussed potential innovations, the same tired, incremental ideas that had been tossed around for years kept resurfacing.

What they needed was something to shake up their thinking.

Continue Reading →

3 Mistakes in Managing Risk and Uncertainty

фотосессия во Вьетнаме

Not long ago, I stood on a pier near Cape Canaveral, Florida and watched a SpaceX rocket launch.

People were wearing SpaceX t-shirts and talking excitedly. SpaceX has brought the thrill back into space exploration.

Founder Elon Musk figured that by developing a way to reuse rockets, just like airplanes, he could reduce the cost of travel to space by a factor of a hundred.

He’s well on his way to achieving that. The company created the first commercial spacecraft in history to shuttle cargo to and from the International Space Station, and has already cut the cost of launching into space to less than a tenth of its prior level.

His ultimate goal, however, is to colonize Mars, making human life inter-planetary.

How’s that for a bold vision statement?

Continue Reading →

Want to be more agile? Give me the data now!

meat raw data

What’s the best way to use customer data to enhance your company’s agility?

Many companies are pursuing sophisticated data analytics to quantify customer opinions, tailor offers, optimize pricing, and the like.

I’m all for that.

But it takes time – I’ve seen companies spend months developing a strategy to collect, manage, secure, analyze and use the customer data they collect.

My definition of agility is the ability to spot and quickly capture the new opportunities being created by market change.

One of the best things companies can do to strengthen this muscle immediately is to speed the flow of raw customer data into the hands of the “doers” in their ranks.

Automaker Nissan provides a great example.

Continue Reading →