I just got back from facilitating a two day workshop to help an international bank, JMMB, innovate its’ auto loan application process for millennials.
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In their book, The Knowing-Doing Gap, authors Pfeffer and Sutton highlight four main reasons for what they call the Knowing-Doing Gap (the inability of an organization to act on insights)…
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Domino's Pizza? You kidding me? How did Domino's pizza become one of the most innovative omni-channel retailers? A pizza delivery company of all companies.
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In a prior post, Why we Shop? Is it different than Why we Buy?, I referenced a study done around different shopper personas, one of which is the Treasure Hunter.
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Sometimes when evaluating consumer behavior companies fail to distinguish the separate activities of shopping, buying, and consuming.
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It is a schematic diagram that represents all the details of a service from both the customer and organization’s perspective.
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As part of our Insights for Innovation class offered by the good folks at IDEO we are learning and practicing the skillsets for Observing "listening with our eyes" as part of an overall Needfinding activity set.
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We often see companies whom have just completed a Customer Journey Mapping exercise get either "stuck" or "stalled" in executing against the insights gained after they have completed a Customer Journey Mapping exercise.
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In his book, Delight Your Customers, author Steve Curtin talks about the importance of "job essence" in providing an exceptional and/or extraordinary customer service experience.
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In the market for a new commuter bike? Well, The Mission Bicycle Company, based in San Francisco, might be just the place to go to design & build your own bike.
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You are sick in bed, feeling like crap (headache, aches and pains), lacking the energy to get up and make yourself a cup of coffee or breakfast…
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Why would one of the most renowned consumer packaged goods companies move into the services industry? That is exactly what Procter & Gamble (P&G) is doing on the back of its' Tide brand.
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