Customers

A Fundamental Principle of Value Creation

The photo below illustrates one of the most fundamental principles of value creation. Have a look: The owner has bought a ‘cat tree’. This would be splendid, but the cat prefers sitting on the cardboard box! Of course, the cat tree is not for the cat at all. It’s for the owner. I doubt the cat appreciates the paw-shaped seat ...

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The Dream Customer

In 2012, the first major collaboration between Chrysler and Fiat produced a brand new version of the classic 1970s Dodge Dart, to a lukewarm reception. Why? At least three reasons: including a manual transmission for a mainly automatic transmission buying audience; installing a European style dual clutch, for mainly American buyers and entering a tough, competitive market. Did they really ...

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Uncover Your Customers’ Dreams

I had been offering coach training for 25 years before I finally decided to ask my alumni why they came to me. I was facing a decision to invest in certification and wanted to know if it would make a difference. I found that my customers could easily get traditional training elsewhere. What made them come to me was: Personal ...

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Three Keys To Meeting The Challenge of Multi-Platform Product Development

Scenario: A technology company is creating a consumer electronics solution that involves hardware, software and web components. Three separate teams, located in different parts of the company’s facility, create three platforms. Each platform has its own development team, its own Program Manager and its own Project Manager. There are no clear and distinct processes for integrating these three elements until ...

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Explore, engage and extrapolate to discover the pains, gains and jobs to be done of your customer

Response-ability is all about your ability to intuitively anticipate the future and to know what your customer wants before your customer knows it. Intuitive anticipation is the main differentiator for successful, innovative companies.   Looping, one dimension of response-ability, has to do with your ability to explore, to engage, and to extrapolate what your customer tells you. At every stage of ...

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Once upon a Time, in Business

In business and daily life, we are wired for stories as a species. One creation myth begins by saying God created humans because he needed good stories. Stories bind us together, creating an emotionally connected narrative through which we make sense of the world. I want to share a Here’s What I Love About My Careerstory with you. The background is a co-creation session ...

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