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Why every customer service “success” on social media is really a customer service failure

One of the main benefits of social media is to provide instant customer service. While this might be true, I think we're seeing it from the wrong angle. Companies are looking at it as a way to put out fires, to delay an customers eventual … [Read more]

How to get your ideas heard

We all have different creative styles, we all get our ideas differently. But what will set you apart is how you communicate them, that means not just verbal communication but visual presentation. This isn't a new idea, but in a world where people … [Read more]

Innovation posts of the week: 8 critical skills for the future

Innovation Psychology: Tips for Breaking from the Norm - Outside Innovation The Eight Pillars of Innovation - Think Quarterly by Google How Iteration-itis Kills Good Ideas - HBR Clive Thompson on The Breakthrough Myth - Wired Magazine Eight … [Read more]

Want to be disruptive? Be on the lookout for disruptive thinking

Last week I told you about a client who had an epiphany and now he and his company are ready to 'think about what they've never thought about'. Great, but where to start? You need to new ideas. Different ones. That has to be clear. You need to … [Read more]

Innovation posts of the week: 10 common innovation blunders

Creative solutions often are born out of unrelated ideas: Collaborating Across Cultures - HBS Three Ways to Succeed by Breaking Convention - HBR The Rise of Radical Adjacency - Forbes An Innovator's Guide: 5 Ways to Think Outside the Box - … [Read more]

Let’s think about what we’ve never thought about

Those are the words a client of mine told one of his Lieutenants last week. His company is in crisis mode. Hard times are coming and in an effort to not lay off people, he's giving them part-time. He told me this last week in our meeting . I … [Read more]

How to be creative like Eminem

I'm pretty sure you've heard of Eminen, the rapper. But do you know what makes him great at what he does? His uncanny ability to play with words and create lyrics that don't seem to rhyme. Anderson Cooper, from 60 Minutes, interviewed Eminem late … [Read more]