Monthly Archives: July 2008

Do you need a “conductor” for service innovation?

A new leadership metaphor for co-creation ensembles The ASU online magazine has an interesting article on managing co-creation of software and other services. Since different groups are involved — in-house developers, outsourced developers, users — it may take a “conductor” … Continue reading

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Hallelujah!

I successfully defended my dissertation today. What a great feeling to have it over!!!!!!!!!!!!! Of course it was on new service development — “New Service Development: User collaboration in a unique process.” The celebration begins…

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HBR: The Long Tail vs. the data…

Is there a long tail? The “Long Tail” — both the book and the article — describe how the Internet has enabled companies to serve tiny niche markets profitably. Often the “tail” the small nice products are as profitable as … Continue reading

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Co-creation at Nokia

from “mass” communication to one-to-one understanding We have had several postings about Nokia in this blog. We have discussed its Beta Labs, Beta Culture and use of ethnography in emerging economies. The communications director at Nokia calls co-creation a move from … Continue reading

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Steps to NSD Success

Customer-centric research methods one of Eight Steps In Jan ’05 Fast Company converted a conversation with the principals of Peer Insight into eight steps to service innovation success. Here are the five that most resonate with the themes in this blog: … Continue reading

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Virtual Customer Environments (VCE)

 “Web labs” go beyond customer advisory groups Customer engagement methods has been the topic that has generated the most discussion on this blog to date. Traditional market research methods — such as multiple-choice surveys, focus groups, employee suggestions, etc. — … Continue reading

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