My Photo


  • What is Outside Innovation?
    It’s when customers lead the design of your business processes, products, services, and business models. It’s when customers roll up their sleeves to co-design their products and your business. It’s when customers attract other customers to build a vital customer-centric ecosystem around your products and services. The good news is that customer-led innovation is one of the most predictably successful innovation processes. The bad news is that many managers and executives don’t yet believe in it. Today, that’s their loss. Ultimately, it may be their downfall.

Twitter Updates

    follow me on Twitter


      Eric von Hippel coined the term "lead users" to describe a group of both customers and non-customers who are passionate about getting certain things accomplished. They may not know or care about the products or services you offer. But they do care about their project or need. Lead users have already explored innovative ways to get things done. They're usually willing to share their approaches with others.
      I use the term "lead customers" to describe the small percentage of your current customers who are truly innovative. These may not be your most vocal customers, your most profitable customers, or your largest customers. But they are the customers who care deeply about the way in which your products or services could help them achieve something they care about.
      We’ve spent the last 25 years identifying, interviewing, selecting, and grouping customers together to participate in our Customer Scenario® Mapping sessions. Over the years, we’ve learned how to identify the people who will contribute the most to a customer co-design session. These are the same kinds of people you should be recruiting when you set out to harness customer-led innovation.
      You no longer win by having the smartest engineers and scientists; you win by having the smartest customers!
      In more than 25 years of business strategy consulting, we’ve found that customer co-design is a woefully under-used capability.
    AddThis Social Bookmark Button

    « Public Outcry and Wikipedia Stopped Legislation! | Main | What’s Your Customer Cloud Strategy? »

    January 21, 2012


    David Lance

    Be interesting to see how he responds to the comments. The thing with men who have his kind of wealth and power is that they too often act like children with it. We'll see if he really cares about his customers. I wonder if he will prove to be the exception. Before he does, he will have to sit in the corner of one of his mansions and try to force himself to imagine what it is like to work minimum wage and have to wait in line too long at one of his stores.

    Adi Gaskell

    Blogging didn't create the problems, it merely provided a platform for their airing, and hopefully for their solution.

    This is an opportunity for the company to improve. The real damage will come if they ignore the concerns aired. After all, you have to want to see an improvement if you go to the effort of complaining. If you didn't care you wouldn't bother.

    The comments to this entry are closed.

    Patricia Seybold Group Web Site

    RSS 2.0 Feeds
    PSGroup New Research
    Add the latest research to Google
    Add the latest research to My Yahoo!

    Your email address:

    Powered by FeedBlitz


    • Google Analytics for Blog
    Blog powered by Typepad