Marketing & Strategy Innovation blog

Technology Isn’t Better

It might be time to debate our ongoing outsourcing to tech many of life’s activities that once required our active participation, or engagement with others.

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"Not My Job" Syndrome

Does your company suffer from the "not my job (NMJ) syndrome?"

When was the last time you heard someone being asked to do some task that wasn't outlined in their job description, only to respond with, "That's not my job?"

Recently?

Yup. I believe it. It's an all-too-frequent occurrence that employees draw the line in the sand or draw a box around themselves, refuse to do some task, and say, "Not my job." They take longer to explain why it's not their job and what their job is than to actually do what was asked of them. That's a problem!

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When the iron law of efficiency comes crashing down

This is part of my manuscript for a session with Keen Bull on how additive manufacturing will impact the world, at this years DIF-festival.

We believe three things are happening with organizations at the moment..

First, advantage of scale has given far more of us increased material wealth, access to mass education, longevity of life increased social complexity and so forth.

The mass production system has enabled us to grow as human beings. But as we grow we have also come to demand more from the business organizations we depend upon for consumption and employment (1).

This hasn’t been a part of the organizations toolbox.

Organizations have had a blueprint that was tailored for mass efficiency — but not meaningfulness, identity, belonging and individualization.

These elements, which are now essential to the output and progress of an organization were deemed problematic and irrelevant in the old system.

So there is a conflict at the moment between a new generation of employee needs and what the current organizational tools can offer.

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On Customer Obsession

Customer Obsession Is Fashionable

I hear more and more Middles & Tops mention the importance/need for customer obsession. It’s often used as an exhortation to the Bottoms – those on the front line.  Something interesting happens when I ask the speaker what s/he means by, is pointing at, when s/he speaks of customer obsession. Silence followed by stuff that shows up for me as either banal or made up on the spot.  Little in the way of thinking (as in contemplation) has occurred in many instances.

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Markets Always Work. Eventually.

Cigarette companies began creatively lying to consumers about the health dangers of smoking over a half century ago, according to a 2006 court ruling against Big Tobacco.

Starting yesterday, TV commercials and full-page newspaper ads in the US began running with various versions of that admission, though just falling short of declaring that the American public had been purposefully deceived.

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Avoiding Change Fatigue

Are your employees suffering from change fatigue?

Not familiar with the term "change fatigue?" I suppose that's probably a good thing!

Maybe it's happening, but you're just not aware of it?

What is change fatigure?

According to Wikipedia:

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CX Journey™ Musings: Culture - The Soul of the Organization

In business, your culture is the soul of the organization.

The soul is the essence or the moral force of a person, their emotional or intellectual energy. It's the part of you that consists of your mind, character, thoughts, beliefs, and feelings.

Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. As I mentioned in a previous post, we know that Culture = Values + Behavior. Core values are the fundamental beliefs of an organization. Further clarified, they become guiding principles, which dictate behaviors and can help people understand the difference between right and wrong. 

The only thing we have is one another. The only competitive advantage we have is the culture and values of the company. Anyone can open up a coffee store. We have no technology. We have no patent. All we have is the relationship around the values of the company and what we bring to the customer every day. And we all have to own it.” -Howard Schultz 

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Time to Hit Refresh on Customer and Employee Experience Design Efforts?

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience?

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Huge changes in time spent watching traditional TV. One age group is watching more. Guess who.

This data is from the US but I doubt if Europe is that much different.

I think the charts say it all - don't they?

Here is a clue. Look for the little green arrow pointing up. Looks to me like live TV is rapidly becoming (become) an oldies ghetto.

The second chart goes a long way to explain where the eyes of the other age groups are spending their time. Dick Stroud

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