Archive for: 2012

my fedex order

Surprise and Delight: Two words that enable a memorable customer experience

Technology is an enabler. What is its hidden power when it comes to crafting a memorable customer experience?

Today more than ever, because of the rise of mass communication and customization, having a unique customer experience is a differentiator. Here’s how!

I recently purchased a new laptop directly from HP. Today, the process of buying online is commonplace. We all know the process: you buy, you get a receipt in your email, you then get a follow up receipt with the estimated time and a tracking code. With tracking code in hand, you get to see where your new toy is.

Knowing where your toy is and estimated time of delivery creates a sense of security, but also a sense of anxiety. And, if taken advantage of, a huge opportunity to “surprise and delight” to the provider. Let me explain:

Innovation must reads of the week: The folly of trying to spend your way to innovativeness

Innovation must reads of the week: The folly of trying to spend your way to innovativeness

Storified by Jorge Barba · Sat, Nov 03 2012 21:03:44

How Apple, Samsung, And Google Take Different Approaches To Innovation by @maxnisen http://read.bi/RAJNdRSAI
The folly of trying to spend your way to innovativeness http://onforb.es/U3F2Qc #imd_mitbill_fischer
What Are The Most Popular #Innovation Tools? Here Are The Results From Our Recent Survey. http://zite.to/V6YJXh via @zitePaul R. Williams
Great post by the always wonderful @nilofer Innovation Isn’t Tied to Size, but to Operating Rules http://blogs.hbr.org/cs/2012/10/innovation_isnt_tied_to_size_b.htmlMark Truelson
The Five Cs of Opportunity Identification http://ow.ly/eOQDT by @ScottDAnthony – worth following!Stefan Lindegaard

If you like these links, check out all the previous “Innovation Must Reads of the Week“. And don’t forget to

What are the big unanswered, but answerable, questions when it comes to innovation?

question to innovate

This is the seventh of a series of weekly posts where I will answer a few common questions about innovation. Please feel free to add your own response. Also, if you have any questions you think we should discuss, let me know.

Last week Michael Raynor, of Deloitte and author of  The Strategy Paradox, contacted me because he wanted to ask me a big question: What are the big unanswered, but answerable, questions when it comes to innovation? To answer this, he asked me to share three questions or topics which are unanswered but that are answerable when it comes to innovation.

Here’s my answer:

The Best of Game-Changer October 2012

Here’s a look back at the posts you liked the most in the month of October 2012:

Don’t forget to

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Is the CEO responsible for product failure and wins?

Is the CEO responsible for product failure and wins?

The Sorcerer’s Apprentice, Scott Forstall, is apparently out of Apple because he didn’t want to apologize to the public for the whole maps and Siri mess. Products he was responsible for.

Why is this important? Are we seeing arguably “the most innovative company in the world” starting to implode in front of us?

I don’t think so. I think this move is a clarification of purpose. See, when you operate by a different set of beliefs established by a Heretic founder, purpose precedes being nice.

From Script to End: The Process of Animation

The process of animation by Walt Disney Studios and The Simpson

Blu Maya and IOS Offices is proud to bring you two pioneers in the art of animation for the first time together on one stage to show and talk to you about how they do it: Walt Disney Studios and The Simpsons.

I’m proud to say that this is the first time an event like this, where two different animation companies collaborate in a workshop, is held. If you are at all interested in the act of creation, this is a must-attend event where you will learn the whole process of animation. Including how to pitch the studios.