Innovation

  • Doug Engelbart’s Design for High Performance Innovative Organizations

    Change Your Organization’s Nervous System

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    Doug Engelbart's legacy is much more than "the mouse." He designed and refined a new organizational nervous system for the 21st century.
    Jul. 17, 2013
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  • Peer-to-Peer Business Models

    Facilitating “Matchmaking” between Individuals for Fun and Profit

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    Lyft helps individuals who need a ride match up with people who have a car and want to earn a few bucks by giving them rides, a great example of a p2p business. Is there something in this p2p model for your company?
    Jul. 12, 2013
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  • DuckDuckGo Respects Our Privacy

    Fast, Simple Search with an Open Customer-Friendly Ecosystem

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    People who are concerned about online privacy are switching to search engine DuckDuckGo. Users are pleasantly surprised by, and engaged in, its rapid evolution.
    Jun. 28, 2013
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  • Customizing Greeting Cards Online

    How Well Did American Greetings and Hallmark Meet My Customer Scenario?

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    Going through a card-buying scenario identified some important lessons for all businesses about keeping promises and providing a seamless experience throughout your customer ecosystem.
    Jun. 20, 2013
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  • Customer Co-Design for Elder Independence

    Approach for Elders to Age in Their Homes

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    Dr. Allan Teel's new book  tells the remarkable story of an innovative “virtual assisted-living” program that was co-designed with 40 elders in Maine and is now rolling out across the country. 
    Jun. 13, 2013
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  • Tackling a Wicked Problem: Water Issues!

    How the Delta Dialogues Project Is Using Dialogue Mapping to Build Shared Understanding

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    The Sacramento–San Joaquin Delta Conservancy wanted to engage key stakeholders in planning the future of California’s fresh water supply. They used CogNexus Group’s Dialogue Mapping™ to build shared understanding among polarized players.
    May. 30, 2013
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  • How to Address “Wicked Problems”

    Use Dialogue Mapping to Build a Shared Understanding and Evolve a Group’s Thinking

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    Jeff Conklin’s book, Dialogue Mapping: Building Shared Understanding of Wicked Problems, is a “must read” for people in groups grappling with intractable issues and/or for people who are designing products or solutions. Here’s why.
    May. 23, 2013
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  • Exploring the Five Customer-Centric Habits

    Necessary Qualities for Executives and Organizations

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    What are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5, and we add our Customers.com perspective.
    May. 16, 2013
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  • Designing Effective Group Meetings

    Using Concepts and Techniques of Liberating Structures

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    Here are some easy-to-follow facilitation techniques that you can try out in your next meetings to promote continuing conversations based on Lisa Kimball’s framework of Liberating Structures. See if they work in your organization.
    Apr. 30, 2013
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  • The Evolution of African Rural University

    Co-Designed by Its Faculty, Students, and End-Customers (People the Grads Will Serve)

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    Discover how 29 young Ugandan women helped shape a unique innovative educational institution. Learn how necessity led them to create a new profession. Find out how a university should measure its success.
    Apr. 11, 2013
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  • Collaborating with Customers

    Working Together with Customers to Achieve Their Goals

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    Collaboration is a method of working together to reach a goal; it isn’t the goal itself. But when you collaborate with customers to reach a goal, the results can be very powerful!
    Apr. 4, 2013
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  • How We Learn and How to Change

    Use Conversations for Collaborative Reflection about Complex Adaptive Systems

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    Lisa Kimball offers invaluable advice and methodologies about the best ways to make change in a complex system, like an organization, or a multi-player system such as healthcare. Change the conversation!
    Mar. 28, 2013
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  • Will Klarna Become a Major Player?

    Invoicing for Consumers Who Want to Pay After Receipt of Goods

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    Klarna is a deferred payment solution that lets online shoppers buy now and pay within 14 days. Klarna boosts conversion rates by removing consumers’ fear of online transactions. And Klarna removes the risk of fraud for online merchants.
    Mar. 14, 2013
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  • New Metaphors Spur Innovation

    How We Describe Things Impacts How We Think about Using Them

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    How do we think about computer technology? We use analogies and metaphors to describe technical approaches that are invisible and irrelevant to most technology users. But the metaphors we use limit our ability to innovate.
    Mar. 6, 2013
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  • What Constitutes a Customer Community?

    Hint: It Isn’t a Bunch of Facebook “Likes”

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    What constitutes a “true” customer community? A shared sense of purpose and ownership and a distinctive, often well-guarded culture.
    Feb. 28, 2013
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  • What Makes Amazon Tick?

    Understanding the Levers that Amazon Uses to Run Its Business

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    Amazon’s strategic intent is to be the most customer-centric company and to offer the earth’s biggest selection of products. But what are the underlying goals and strategies the company uses to deliver on those promises?
    Feb. 7, 2013
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  • Amazon Takes on Apple in Digital Music

    Combined CDs and AutoRip Make Amazon Cloud Player More Enticing

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    Amazon’s AutoRip feature surprised and delighted some customers and annoyed others. We like the fact that we now have digital access to MP3 files of the music we bought on CDs for free and without doing anything!
    Jan. 24, 2013
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  • Being Creative on Zazzle.com

    How Easy Is It to Create (and Sell) Your Own Customized Products?

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    Zazzle.com makes it easy for people to create and sell customized products. Here’s our review of Zazzle’s tools for customizing products, creating storefronts, and merchandising custom designs.
    Jan. 17, 2013
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  • Amazon’s Next Moves

    It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives

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    Amazon isn’t “just” an online retailer; it’s a vibrant and layered customer ecosystem designed to help you get things done faster and cheaper. Amazon phones will bring added convenience. Amazon’s ads will be more relevant than Google’s or Facebook’s.
    Jan. 3, 2013
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  • VOC: Using Customers’ Interviews to Inform Decision-Making

    How the Residents of a Small Community Are Shaping the Future of Healthcare

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    We used interviews of residents on the Boothbay peninsula to help keep cherished St. Andrews Hospital, which Maine Health wants to turn into a walk-in clinic. I interviewed 48 patients and published verbatims. The result: a stay of execution.
    Dec. 13, 2012
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