Innovation in customer experience
Imagine a house that has no visible security – no motion detectors or cameras – but that knows when someone is in the living room (raise heat to 68 degrees) or when a potential intruder is at a rear window at 3 a.m. Thanks to Xandem, this is now possible. The firm makes sensors that
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The Room Concierge service at the hotel search engine, Room 77, helps you get the hotel room that best serves your needs. Yes, you read that right – get the idea room, not just the ideal hotel. Why would you care? Remember that time you vacationed with friends, and they had a lovely ocean view
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Don Peppers and Martha Rogers argue that there’s no better way for a company to make you trust them than for them to be totally honest when you least expect it. They have a great new book on the subject, which you can pre-order now. It’s called Extreme Trust: Honesty as a Competitive Advantage. Here’s
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This is a fictionalized version of an Apple.com chat, April 13, 2012 You are chatting with Stephanie, an Apple Expert. Stephanie: Welcome to Apple! How’s it going? You: The Mac App Store tells me I need OSX 10.7 to run iBooks Author. I have 10.6.8. How do I upgrade? Stephanie: I am happy to grab
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Disruptive innovation will push your company to more precisely segment its customers and then develop new services for each segment. The opportunities to do so are so immense, it can be paralyzing. The Three Levels of Innovation framework provides a straightforward way to start thinking about what services your company could customize for its customers.
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Your mission, Jim, should you choose to accept it. Jim, you know the drill. Press the button above, and listen to your message, then read the top secret information below. Our operatives have been unable to get the information they require from eight major companies: DirecTV, Dish Network, Verizon, Comcast, AT&T Wireless, Bank of America,
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Chris Zane opens his insightful book, Reinventing the Wheel, as follows: How much is one customer worth to your business? For me, it’s $12,500. That means that my average customer will spend $12,500 on my products and services over his or her lifetime, $5,000 of which is profit. I have owned five Audi automobiles, with
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In under two minutes, this video reveals that if you can perceive and understand patterns, you can tap into an endless source of innovation.
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Two solar flares are heading toward Earth and today may disrupt power grids, GPS and airplane flights. Larger flares may follow in the coming days and weeks. Next year could be even worse. All the top news sites are writing about this. Meanwhile, four disruptive forces have been building steadily and have the potential to
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Here’s a fascinating comment by Doc Searls, in response to a post by VC Fred Wilson. First, Doc’s reaction: What he is saying is that he (and his colleagues christina et al) are seeing an “un-coupling” of the aggregated work model – the internet is presenting ways for people to be less and less inclined
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