UNDERSTANDING THE CUSTOMER EXPERIENCE: PART FOUR

Part Four: Awareness Design, The Fifth Order Over the past two decades, and with the furthering of social media, our business environment has evolved into one in which the relationships between companies and their customers are becoming more open and interlinked. With the acceleration of changes in technology that advance our capability to communicate and […]

UNDERSTANDING THE CUSTOMER EXPERIENCE: PART TWO

Part Two: Designing Customer Happiness What makes for a happy customer experience? How can you better design a user experience that evokes happiness? What are the key elements you need to consider? There’s a broad set of influences and circumstances that are part of every customer experience. At face value, these elements fall into two […]

UNDERSTANDING THE CUSTOMER EXPERIENCE: PART ONE

Part One: Perspectives of Empathy In this week’s blog, whether you’re a novice or experienced user of design thinking, I invite you to begin exploring how you can better understand the human experience and use design thinking to design and deliver great customer experiences, as well as apply it to solve the most complex of […]

CHANGE THE PROCESS, CHANGE THE CULTURE

As we unfold the new calendar year, I’d like to begin by focusing on how leaders and their organizations and teams can be more innovative in taking on the challenges that lie ahead.    Design guru Thomas Lockwood and I dedicated a great deal of the last two years to researching and defining the makeup […]

GENEROSITY: SEVEN ACTS OF INFLUENCE

To pay homage to the season of giving, and for my last blog of 2017, I thought it appropriate to share some thoughts about the role of generosity in leadership and in our lives. This includes Seven Acts of Generosity from our book, Innovation by Design. We can all apply the Seven Acts of Generosity […]

CULTURE AWARENESS: SIMPLIFYING THE PATH TO INNOVATION

Culture informs people how to individually and collectively achieve success, and to understand what is acceptable and unacceptable behavior. As a result, it is at the core of how people come together to innovate. That being said, how does a leader assess and understand the culture of their organization enough to know what its sources […]

CURIOUS CONFRONTATION: A KEY TO INNOVATIVE CULTURES

One of the essential characteristics of creative and highly innovative cultures is their ability to recognize and leverage conflict. Granted, for any organization or team, one of the greatest challenges it faces is how to effectively manage competing interests, differing views, disagreement, and multiple mindsets, all of which are natural sources of conflict. However, when […]