Customer Experience: Joseph Michelli
By patmcgraw | August 14, 2008
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Note from Pat: A great series of short videos focused on superior customer experience delivered by Joseph Michelli, author of The Starbucks Experience.
Topics: Brand, Customer Experience, McGraw on Marketing, Strategy | No Comments »
Designing the Future of Business
By patmcgraw | August 14, 2008
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Note from Pat: A very interesting article with lots of thought provoking concepts put forth…I need another cup of coffee to get the cobwebs cleared out so I can wrap my head around everything this article has to offer. For example…
As a thought experiment, imagine a future in which all companies were compelled to take back every product they made. How would that change their behavior? For starters, they would make their products with parts they could salvage and reuse at the end of their lifecycles. This, in turn, would spawn whole industries dedicated to the design of reusable materials. As companies struggled to afford the full cost of manufacturing, the prices of products and services would rise. To keep prices under control, companies would localize their operations to save on transportation costs. Localizing businesses would change the nature of communities, creating a network of quasi-independent economies more akin to the Agricultural Age than to the Industrial Age.
Makes me wonder why more companies aren’t doing this already. Here are a couple other nuggets to consider…
Design drives innovation, innovation powers brand, brand builds loyalty, and loyalty sustains profits. If you want long-term profits, don’t start with technology—start with design.
Creativity in its various forms has become the No. 1 engine of economic growth. The creative class, in the words of University of Toronto professor Richard Florida, now comprises 38 million members, or more than 30% of the American workforce. McKinsey & Co. authors Lowell Bryan and Claudia Joyce put the figure only slightly below, at 25%. They cite creative professionals in financial services, health care, high tech, pharmaceuticals, and media and entertainment who act as agents of change, producers of intangible assets, and creators of new value for their companies.
Wow…it’s what I attempt to do every day! How to design a unique, valuable customer experience that can be consistently delivered with the organizations available resources and within its culture. I am creative!!
For businesses to bottle the kind of experiences that rivet minds and run away with hearts, not just one time but over and over, they’ll need to do more than hire designers. They’ll need to be designers. They’ll need to think like designers, feel like designers, work like designers. The narrow-gauge mindset of the past is insufficient for today’s wicked problems. We can no longer play the music as written. Instead, we have to invent a whole new scale.
Great article…to read it in its entirety, visit Business Week and Design Management Review.
Topics: Innovation, Strategy | No Comments »
Jeff Bezos on D6
By patmcgraw | August 14, 2008
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Note from Pat: An interesting interview with Bezos as he talks strategy and growth.
Topics: Innovation, McGraw on Marketing, Strategy | No Comments »