We are redesigning our organizations to fit the 21st century. We are configuring them for learning, flexibility and adaptability. To unleash the wealth that is…
Read the PostWhat Fuels The 21st Century Responsive Organization?
It becomes increasingly clear to companies that they have been running on this fundamental fuel that they have taken for granted, called customers. And as…
Read the PostAre there blind spots plaguing your innovation efforts? Pt. 1
Forget gameification, every company is fundamentally already a gaming company. This is how: According to Bernard Suits playing a game is by definition: «the voluntary…
Is the current model for understanding customers broken? Is the level of authenticity, immediacy and continuity needed today outside the scope of these old tools…
Is being «customer centric» a well intentioned management decision, or is it the DNA of a company? Is it a reflection of what you want…
Read the PostIs Customer Centricity A Reflection On Marketing Or Management?
Recent developments in the architecture of markets could end up putting companies in a situation they haven’t trained for: Having to compete for customers, not against competitors . Will…
The industrial revolution took customers hostage to a world of poor, expensive and needless products
Hypothesis: The industrial revolution took customers hostage to a world of poor, expensive and needless products. (As companies forgot their talented employees and valuable customers,…
(Aerials is a conference on the next generation of management and companies. Designed and organized by Totem, Toronto . This is a summary of what…
As an example of value chain disruption; what might your car look like in 2020? Using the example of the car industry to demonstrate how…
Disruption doesn’t come out of nowhere and suddenly hits you in the gut. There are obvious signals we can recognize that either tell us to…
Companies aren’t disrupted, components in the value chain are. Disruption is either the consequence of new technology, business models or changes in customers demand patterns . Teams need a…
The Jobs-to-be-done approach is a very simple, yet hard approach for getting to the root customer insight in order to improve your products. With the approach we…
Our next ideas aren’t necessarily right in front of us linearly adding to existing or new ideas. I’ve collected eight articles and videos that have…
Read the PostGrow Your Thinking – Eight Important Articles Challenging And Broadening Our Scope
“We face an unusual historic opportunity, right now, to see these pieces brought together in a new kind of constellation, in a new kind of…
Read the PostThe Changing Content Of Capitalism – Shoshana Zuboff
Attending a customer event for the marketing management solutions company CapitalID (capitalid.nl) I was asked to share my ideas in regard to the future of…
Read the PostThe Customer Gap, Premium Puzzle And Future Of Customer Interactions
Business, technology and people hold the key to understanding the future. “The future is only complex if you fail to understand it from the point…
Business strategy has always been premised on assumptions about technology, those assumptions are changing, and this will drive us to a different concept of what…
Read the PostDigital is disrupting/ transforming industries – and this is why
Three things are changing customer demand and directly affecting how companies need to think about future economies: Slowly developing social change is impacting what people…
Companies face a deep and widening complexity gap; between their current offering and the emerging behaviors and needs of their customers. Failing to see the…
When writing short summaries for up-coming talks I often find myself articulating a broad range of ideas in a very dense space . Forcing out…
Keep up-to-date on recommended articles and thinking by following my magazines on Flipboard – hyperprolactinaemia What is sildenafil? preferences, seek new information, or wish to.…
The digital economy will become the outcome economy – outcome as in the quantifiable output the company’s offerings help produce on the customer side. In…
Customers are becoming an increasingly important strategic asset for companies (1). This complicates things; because managerial theory and practice have told companies for decades to keep…
New technology invites companies to create, accommodate and capitalize on changes in customer behavior – through new revenue streams or increased customer life time value…
Digitizing every customer interaction introduces troves of sparkling new opportunties for companies. Don’t just carbon copy the old customer relationship thinking – go to town…
IT, in all its glory, has grown into an over-sized juggernaut. Its increasing complexity and lack of agility is slowing down corporations to the rate…
Read the PostIT is killing companies – Don’t let customers do the same
How do we approach customer thinking in a programmed world? Where the customer experience is controlled by computers, data and signals of 1’s and 0’s?…
What is the digital economy, digitization and digital transformation? In her article The Age of Distributed Capitalism (2010) Shoshana Zuboff argues that the next chapter of capitalism…
Read the PostHardware becomes software and products become networks
As customers are becoming more important to companies – the gap between them is increasingly obvious. When Google and Shopper Science surveyed 3000 customers in…
How will Customer Experience change through programmed relationships, analytics, the Internet of Things and the digital OS? Is Customer Experience already dead? And old relic…
Read the PostIn the end, the best customer experience wins, no matter who makes it
If you ask customers the right questions the answers can change the way you think about your business. Roger Martin suggests we are moving into…
Read the PostThe Customer Map – How Can Customers Change Our Thinking?
In a world where competitive advantage evaporates in less than a year and brand new threats emerge rapidly from outside your own industry – the…
“Businesses need a new type of problem solving. Why? Because they are getting people wrong” – link In their book The Moment of Clarity, Christian Madsberg and…
Read the PostBusiness Culture Is Getting Human Behavior Wrong
At an increasing rate (according to IBM C-Suite studies) companies are seeing that they need to figure out ways to put the customer at the center of their…
In his article on the future chapter of capitalism Steve Denning articulates several important implications as we move from shareholder to customer driven companies. He…
Read the PostThe Next Chapter of Capitalism is Customer and Internet Driven