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Central Penn Business Journal writes about narrative work

CPBJ is my local business newspaper. A few weeks ago, I sat down with their technology reporter Jim Ryan and talked about my customer narrative work. Jim also interviewed Cynthia Kurtz and a client,...

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Free Webinar: “Customer Insight From the Ground Up,” Wed, 1 July, 1pm US...

My friends at Listrak have allowed me to take over their webinar series on July 1 to discuss “Customer Insight From The Ground Up” – a 45-minute discussion about the “customers are talking”...

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Customers are talking: “Why Customers Really Buy”

“Why Customers Really Buy: Uncovering the Emotional Triggers That Drive Sales” by Linda Goodman & Michelle Helin is a worthy addition to the literature on customer research. It describes a method...

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“Customer Insight From The Ground Up” webinar now archived

If you regret missing the webinar I did last week, “Customer Insight From The Ground Up” (and I know you do), you’ll be happy to know it’s been archived. The webinar covers the customer story-gathering...

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The invaluable stories inside customer-service calls

Much of the story work I’m familiar with involves asking people to tell stories about their experiences on a particular topic. I do some of this myself. But I’ve also done work with a completely...

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Tally the votes, but if you want insight, read the comments

I was reading the new Harvard Business Review today at lunch, specifically the piece by Guido Jouret of Cisco on the company’s recent external innovation tournament (interestingly, that’s the name of a...

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How radical innovation and careful customer listening go together

It may be difficult to square my current obsession with Roberto Verganti’s new book “Design-Driven Innovation” – a textbook study of how companies create way-out, game-changing innovations that users...

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Rakontu, open-source story-sharing software, is here

If you’ve read this blog regularly, you may have encountered me discussing how nice it would be to gather stories from front-line personnel and share them with the rest of the company, or to have a...

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Farmers’ market secret ingredient – community

I did a project last year with the Broad Street Market, a farmers’ market here in Harrisburg. (Disclosure: I am on the Market’s board of directors.) We were trying to establish some parameters for a...

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Lessons Learned from the Mistake Bank

I haven’t written much about The Mistake Bank in a little while, and I’ve put the project on hiatus. But Cynthia Kurtz convinced me that it would be good before stepping away from the project to...

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