Category: Service

Service Redesign - Lost T-Mobile Smartphone

Given the health risks of carrying a smartphone (or any kind of mobile device) too close to the body for extended periods, I try to always remove electronic devices from my pockets whenever I can. For ten years this has never caused a problem until Saturday. This marked the first time in more than a decade that I walked off and forgot my smartphone. Now I’ve had the joy of… Continue reading

Posted in Design, Service | Leave a comment
Self-Service Innovation – The Good, the Bad, and the Ugly

As more companies move toward self-service, it is relevant to ask how customer participation impacts satisfaction and service quality. Research is reviews that makes it clear that firms should take care to find the optimal level of customer participation for their service, and that this optimal level depends on customer readiness to serve themselves. Continue reading

Posted in Business Models, Design, Innovation, Service | Leave a comment
Is Your Business Silly or Innovative?

We get used to silly, nonsensical things… or do we? I am flying out of Phoenix tomorrow and received an email from American Airlines to remind me to check in. Click here, the message says and I do. It tells me that I have come to the wrong website and the flight is being managed by their recently merged partner US Airways, so I have to click to go to the US Airways website… Continue reading

Posted in Innovation, Service, Strategy | 3 Comments

John von Neumann was a mathematical genius and inventor who lived from 1903 to 1957. He called the Singularity the moment beyond which “technological progress will become incomprehensively rapid and complicated.” More on Singularity from Seth Kahan. Continue reading

Posted in Book Review, Disruption, Processes & Tools, Profiles of Innovators, Service, Technology, Uncategorized | Leave a comment
Facebook, a Golden Retriever and Maui Jim

At Innovation Excellence, we love ‘teaching stories’. Thanks Small Army for this one! Continue reading

Posted in Business Models, Consumer Innovation, Customers, Service, Social Media, Uncategorized, marketing | Comments Off
Applying Jobs-to-be-Done to Product and Service Design

Say you’re designing something new for a product or service. Of course, you have your own ideas for what to do. But, how informed are you really about what is needed? Continue reading

Posted in Design, Product Innovation, Service | 3 Comments
 Service Levels and Innovation

For this post I’d like to highlight that innovation in high-tech is also driven by the service level needs of applications (the X-axis). Continue reading

Posted in Innovation, Processes & Tools, Service, Technology, Uncategorized | 1 Comment