Customers

Are Customers Valuable to Innovation?

More and more, customer-centricity is becoming a thing. As in, an increasingly important philosophy to companies in managing day-to-day and even longer term planning. In comes in different forms: design thinking, social CRM, service-dominant logic, value co-creation. But it’s not pervasive at this point...

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Jobs-to-be-Done in the Customer-Centric Organization

I asked it for when I asked the following question about customer-centricity on Twitter, as I had a conversation in the preceding days with a fellow from a large corporate. Customer-centricity was recently adopted as an internal mantra, but the manifestation of that was…wait for it…sentiment analysis. It’s a start, right? But is it really a difference-maker?

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Starbucks Retail Innovation in Switzerland

What happens in Switzerland if you forget to buy your latte or cappuccino before you get on the train? Well, Starbucks has taken the next leap in connecting with customers as they make their rail connections, moving beyond retail locations in train stations across Europe to opening its first store on a Swiss Federal Railways (SBB) car, the national railway line for Switzerland.

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Why We Need to Innovate Globally and Locally

When companies become global, for the most part they start and grow operations in various parts of the globe, at times driven by the desire to sell more and expand in these emerging/new markets, and also to take advantage of the lower cost of labor. However, as we discuss in ProVoke, innovation is truly global and is not intended to innovate in location ‘A’ (mostly applies to the US) and expect to succeed by exporting to the rest of the world.

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