The Five Cs of Opportunity Identification – Scott Anthony – Harvard Business Review

Found at The Five Cs of Opportunity Identification – Scott Anthony – Harvard Business Review.

Simply asking “what job is the customer trying to get done?” can be a powerful way to enable innovation, because it forces you to go beyond superficial demographic markers that correlatewith purchase and use to zero in on frustrations and desires that motivate purchase and use

Read all at The Five Cs of Opportunity Identification – Scott Anthony – Harvard Business Review.

My point of view: I always love variations on the CCCCC-theme of this blog

500px / Photo “Talking to the trees” by Alexandra Schastlivaya

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This week’s top decks

Design methods for developing se..

An introduction to servicedesign and a selection ofservice design tools business challenge Design methods for developing services from http://www.keepingconnected.co.uk

McKinsey The consumer decision j..

Customer are changing, buying power is shifting.
Social Networks  replace ads and promotion

Deloitte global talent 2020 sep…

The economic turbulence of the past few years has created a talent paradox: amid stubbornly high unemployment, employers still face challenges filling technical and skilled jobs. Employers now need to adjust their talent management initiatives to focus on retaining employees with critical skills who are at a high risk of departure and the capable leaders who can advance their companies amidst continuing global economic turbulence.

Google think education report:

n a fast-changing world, education is still in high demand online. Google looked at internal search query data, Compete clickstream data and commissioned a brand perceptions study with Ipsos OTX to understand the 2012 landscape and found:

80% of education search query paths end without a conversion.
1 in 4 education researchers never even look outside the web.
9 in 10 don’t know which school they want to attend at the onset of the journey.
2 out of every 3 researchers who use video do so to understand specific features of a school.

Marjorie Kelly’s owning ou…

As long as businesses are set up to focus exclusively on maximizing financial income for the few, our economy will be locked into endless growth and widening inequality. But now people across the world are experimenting with new forms of ownership, which Kelly calls generative: aimed at creating the conditions for all of life to thrive for many generations to come. These designs may hold the key to the deep transformation our civilization needs.

To understand these emerging alternatives, Kelly reports from across the globe, visiting a community-owned wind facility in Massachusetts, a lobster cooperative in Maine, a multibillion-dollar employee-owned department-store chain in London, a foundation-owned pharmaceutical in Denmark, a farmer-owned dairy in Wisconsin, and other places where a hopeful new economy is being built. Along the way, she finds the five essential patterns of ownership design that make these models work.

 

So sentiment II by *Snowfall-lullaby on deviantART

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Harvard Researchers Find A Creative Way To Make Incentives Work

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<p>Riding in Mallorca…  #bikes #mallorca #travel #meinmyplace  (Taken with Instagram)” />Found at <a href=Harvard Researchers Find A Creative Way To Make Incentives Work | TechCrunch.

Incentives are all the rage: employee bonus pay, app badges, student grades, and even lunch with President Obama. Despite their widespread use, most research finds that incentives are terrible at improving performance in the long-run on anything but mindless rote tasks, because the fixation on prizes clouds our creative thinking (video explanation below). 

Read all at http://techcrunch.com/2012/08/10/harvard-researchers-find-a-creative-way-to-make-incentives-work/

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The Value in Wowing Your Customers – Fred Reichheld – Harvard Business Review

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<p>Second entry becuase kind of weekend thought!</p>
<p>Found at <a href=The Value in Wowing Your Customers – Fred Reichheld – Harvard Business Review.

A friend of mine in Dallas loves the local Chick-fil-A restaurant. The reason? An employee named Jose once asked my friend’s three-year-old to help with the mopping — and proceeded to give the boy a ride around the restaurant on the mop. For my friend, this was a “wow!” experience, the kind of out-of-the-ordinary event that you want to tell people about — and that inspires you to recommend the business that provided it.

Read all at  The Value in Wowing Your Customers – Fred Reichheld – Harvard Business Review.

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Trust Is Dead. Long Live Trust! – Tammy Erickson – Harvard Business Review

(by Que miles de flores alcancen Plenitud)

Trust Is Dead. Long Live Trust! – Tammy Erickson – Harvard Business Review.

As business leaders pick up the post-recession pieces, I’m increasingly asked how companies can restore trust with employees. My answer: only by instituting new talent management approaches that reflect the reality of today’s relationship between employees and the corporation.

Read all at Trust Is Dead. Long Live Trust! – Tammy Erickson – Harvard Business Review

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Win on Service in a Tough Economy – Harvard Business Review

bekleidet - modeblog &amp; stylediary: Outfit: The velvet leggingsFound at Win on Service in a Tough Economy – Frances Frei and Anne Morriss – HBS Faculty – Harvard Business Review.

Great service is always a differentiator, even more so when people are hurting. The service companies that thrived coming out of the Great Depression — think Macy’s and Disney — figured out how to take care of their customers in a climate of fear and uncertainty.

Read all at Found at Win on Service in a Tough Economy – Frances Frei and Anne Morriss – HBS Faculty – Harvard Business Review.

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Retailers Should Invest More in Employees – Zeynep Ton – Harvard Business Review

Helen5 by ~gaolst on deviantART

Not limited to retailers, I would say!

Found at Retailers Should Invest More in Employees – Zeynep Ton – Harvard Business Review.

Doug Rauch, the former president of Trader Joe’s, visited my Service Operations class at MIT last week. When he mentioned that Trader Joe’s invests in its employees a lot more than its competitors do, he was challenged by one of my students: “Isn’t it a bad idea to invest in employees in settings like yours where shopping is transactional and can easily be done online?

Read all Retailers Should Invest More in Employees – Zeynep Ton – Harvard Business Review.

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