“The rest of the world knows best.”



No one is wiser than the rest of the world. For many people, that’s a truism. But, how can one effectively harness the wisdom of the world in identifying and solving our greatest problems? In particular, how best can one harness the wisdom of the world in order to significantly improve the customer experience of products, services, and places? Take Starbucks, for example. How best can Starbucks harness the wisdom of the world in order to… Continue

What are your pain and delight in using metrics for managing the customer experience of a business, product, or service?

"Customer experience economy" and "customer experience innovation" are hot topics. However, there is limited information on metrics for managing customer experiences.



What metrics are being used to measure customer experiences? How are you measuring customer satisfaction, customer delight, or customer pain? Is there a need for a common unit of analysis or… Continue

Ideality is a beloved concept – if not, the most beloved – in the Theory of Inventive Problem Solving (which has the Russian acronym, “TRIZ”). In studying systems within and across domains, I’ve found ideality to be a paradigm-shifting concept. But, how useful is the concept of ideality in the Customer Experience Economy and in particular, customer experience innovation?



In this article, customer experience is defined as the residual impression or net effect of a customer’s pain and… Continue

Have you ever wondered how innovators come up with ideas for disruptive products such as Nintendo’s Wii, YouTube, MP3, and Swatch? I have often wondered too.



Many books have been written about the strategy of disruptive innovation and creative destruction. The most famous is probably Clayton Christensen’s seminal book,… Continue

Last week, I talked about my interpretation of “Fidelity” based on a question asked by a reader. Since “Convenience” is the counterpart of Fidelity in Kevin Maney’s Fidelity Swap Chart (Model), I’ll look at Convenience in order to provide a more complete picture of the trade-off concept.



In the Trade-Off book, Maney notes that “Convenience” refers to “how easy or… Continue