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Co-Creating your future products with customers 4 Feb 2013 | 05:16 pm

Frank Piller directed my attention to this video of the LEGO CUUSOO concept. The concept facilitates the sharing of LEGO product concepts designed by customers and promoting their potential release a...

Old paradigms die hard: Does peer review crush novel innovation? 19 Jan 2013 | 09:29 pm

I found Karim Lakhani’s research on the "Novelty Paradox" facinating. The research shows that the peer review process is biased against novel ideas that deviate from existing paradigms: “In this pap...

Big Data in the Cloud with Diamonds 12 Jan 2013 | 11:31 pm

[Revised] I found several of the recent perspectives on Big Data very insightful. Please note particularly the following perspectives from Andrew McAfee and Erik Brynjolfsson, Dan Ariely, and yes ev...

Are your executives immersed in your customers' experience? 9 Jan 2013 | 05:43 am

I found this Adobe’s Customer Immersion Program very instructive. The program provides Adobe’s senior leaders with the opportunity to experience first-hand what their customers experience when they e...

The KLM Meet & Seat Program 19 Oct 2012 | 05:32 pm

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The harmful side effects of goal setting 10 Sep 2012 | 06:50 am

“The Systematic Side Effects of Over-Prescribing Goal Setting” are well documented in a Harvard Business School Working Paper on Goals Gone Wild. According to the authors: “The use of goal setting c...

Co-Creating the Next Generation of Cars with Customers 23 Aug 2012 | 02:46 am

I found this Volvo "You Inside" program inviting customers to be the inspiration for the next generation of Volvo cars very instructive. With this program Volvo joins a growing number of companies, m...

Will avatars be a part of the future of customer service? 11 Aug 2012 | 05:03 am

I found this New York Times story on an avatar deployed as a customer service representative very intriguing. Please note particularly: “La Guardia Airport’s newest employee, a young woman named Mar...

How does service scripting influence customers' perceptions of service quality? 7 Aug 2012 | 03:18 am

I found this study on the influence of service scripting on customers' perceptions of service quality very instructive. Please note particularly: “Using videotape scenarios in an experimental settin...

[Mass Customization of Banking Services] The Barclays Features Store 27 Jul 2012 | 12:19 pm