Jagan
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This is an updated blog post on the customer experience driven innovation story of Fab.com. In January 2010, Jason Goldberg and Bradford Shellhammer launched Fabulis.com, a social networking website for gay people. The initial vision of the founders was to become Yelp, Groupon and Facebook for gay people. Jason Goldberg was a successful serial entrepreneur …
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Permanent link to this article: http://www.jagannemani.com/2012/03/26/fab-com-customer-experience-success-story/
In early 80s a new deadly disease came into existence, first in some gay men, then in injection drug users followed by users of blood related products. Most of the patients affected by this pandemic has suppressed immune systems and were falling severely sick with diseases that people with a decent immune system would never …
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Permanent link to this article: http://www.jagannemani.com/2012/02/27/social-responsibility-focused-innovation-in-pharma-industry/
Have you heard of an entrepreneur or visionary who believes in a methodical process. Well there are very few of those, but many visionaries do not believe in process. They rather figure things out and get them done. Process for them is bureaucracy which just delays work without adding much value. Many of these visionaries …
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Permanent link to this article: http://www.jagannemani.com/2012/01/31/innovation-process-essential-discipline-for-innovators/
During my consulting years I had the good fortune of working on many innovative projects. And I would share one such experience to show the impact of customer experience framework on innovation. This project was with a networking equipment manufacturing company (makes switches, routers etc for businesses). We were engaged to develop the right strategy …
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Permanent link to this article: http://www.jagannemani.com/2012/01/12/innovation-focused-on-customer-experience/
There was time when airline travel was comfortable and convenient, with free luggage check-in, free drinks, free food and in-flight entertainment. Airline Industry customer experience has changed significantly since, and is a prime case study on how customers’ adapt to changing priorities of companies. For US Airline industry, the priority has changed from delivering good …
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Permanent link to this article: http://www.jagannemani.com/2011/12/27/airline-industry-customer-experience/
My last blog described a new “Customer Experience Framework” (read it here), that companies could use to understand their customers’ experience. In this blog, I use this framework to illustrate the affect recent Netflix fiasco had on customer experience. In 1990′s Blockbuster used to dominate the video rental marketplace. They had shops that were conveniently …
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Permanent link to this article: http://www.jagannemani.com/2011/12/22/netflix-saga-a-customer-experience-perspective/
Many companies do not understand their core competency and why customers continue to do business with them. They have vision/mission statements that change every year, without having any meaningful impact on their customer. My advise to these companies is to put yourselves in your customers’ shoes and start thinking about “Customer Experience“, the single most …
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Permanent link to this article: http://www.jagannemani.com/2011/12/20/customer-experience-nine-factors-that-impact-customer-experience/
Many books and innovation speakers talk about importance of customer feedback during innovation process. They believe that building something without customer feedback is like gambling, the results are often not predictable and most innovations fail. Innovation success rate across all industries is around 4%, and there are a few preachers who believe this will be …
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Permanent link to this article: http://www.jagannemani.com/2011/12/12/customer-knowledge-chasm-barrier-to-customer-feedback-on-disruptive-innovation/
Having a prototype makes a big difference in market research, I knew of this before but it learned this again during recent customer visits. So here is a blog presenting my learning around “Power of Prototype”. Background: The best way to present this is by telling a tale of two ideas; to maintain confidentiality I would …
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Permanent link to this article: http://www.jagannemani.com/2011/12/03/power-of-prototype-tale-of-two-ideas-during-market-research/
Business Metrics are important for any business, as metrics motivate employees to do the right thing for the business. Also, metrics help in understanding current business performance and in continuous improvement. Senior leaders often question the need for separate metrics for innovation projects and established business. They measure both new innovation projects and established businesses …
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Permanent link to this article: http://www.jagannemani.com/2011/11/29/why-innovation-metrics-need-to-be-different-from-other-business-metrics/
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