TryStorming instead of BrainStorming?

Bob Petruska of Sustain Lean Consulting brings 24 years of experience helping a variety of customers including Health Care, Aerospace, Automotive, Food, Office and Service industries improve their performance.  He is a consultant, presenter, trainer and author of Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters.

Bob will be working his magic in his upcoming workshop at the 2014 Jacksonville AME Conference where you can participate and witness a little TryStorming in real time. It is part of the hands-on Pizza Game factory model. Learn the basics of value stream mapping (VSM) and create your own maps with metrics showing the potential benefits. You will gain practical Lean implementation skills in a way that only Bob can present. He is truly a master facilitator. 

In this short Video Podcast, I am attempting a little Try-Storming myself. I typically post an audio blog but thought I would mix it up somewhat blindly. Not sure if it will transfer to my iTunes and Android App but thought it was worth a try. Sorry for the experiment if anyone has trouble. But I am not sure I can test it without testing it.

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What do Customers Buy, Part 2

John Goodman new book, Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service takes John’s Customer Service expertise and puts it into a digital context.  John has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. 

John has taught service quality and service re-engineering courses at Wharton Business School’s executive education program.  He has appeared on “Good Morning America”, the ABC Evening News, The Discovery Channel, National Public Radio and as a panelist on the PBS show, “The Editors.”John is the Vice Chairman of Customer Care Measurement and Consulting (CCMC).

Last week, I posted the first part of the podcast, What do Customers Buy: Experience or Product? This is Part 2 of 2.

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What do Customers Buy: Experience or Product?

Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service is John Goodman new book and is my guest this week on the podcast. John has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA.

He has taught service quality and service reengineering courses at Wharton Business School's executive education program.  He has appeared on “Good Morning America”, the ABC Evening News, The Discovery Channel, National Public Radio and as a panelist on the PBS show, “The Editors.”

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Power Strategies for Growth

Author Dave Powers offers a practical approach to sustaining long-term growth. The Curve Ahead: Discovering the Path to Unlimited Growth describes how growth companies can build innovation into the rhythm of their business operations and culture using design thinking, prototyping, business model design and other Innovation Power Tools. This podcast is not just for established companies. If you are a Startup and want to see what is ahead if you are successful, you need to listen

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A Learning Journey

Design For How People Learn (Voices That Matter) jumped off the shelf at me when I saw this one key theme, The Learner’s Journey. See what author Julie Dirksen has to say about it in this Business901 Podcast. Julie is an independent consultant and instructional designer with more than 15 years of experience creating highly interactive e-learning experiences for clients from Fortune 500 companies and technology startups to grant-funded research initiatives. She can be found at usablelearning.com

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Turning Prospects into Customers

For almost 20 years, Craig used Trigger Event strategies to become a top sales performer at EVERY company that has hired him – including WorldCom where he was named the #1 salesperson within six months of joining the company.
Craig has co-authored the book Shift!: Harness The Trigger Events That Turn Prospects Into Customers which is as good of description I have found for what is lacking in today's selling.

Craig's promise is the delivery of unique, compelling, and highly relevant content that clearly demonstrates how to:

  • Identify the specific Trigger Events that create demand for your products or services
  • Discover which decision makers experience the Trigger Events identified
  • Close more sales by getting to decision makers who experience Trigger Events before your competition!

Craig makes a special offer in the podcast that is hard to turn down.

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Your Organization, Your Story

Your Organization was started to change the world. (Read that again). You are involved in a mission to change the world and that’s a story just about anyone wants to be a part of!  - An excerpt from The Nonprofit Narrative: How Stories Can Save the World authored by Dan Portnoy.

If you don’t believe this why are you at where you are at? If you can’t turn around and say, “I am destined to change the world.” If you can say that, why are you doing what you are doing?

If you believe the first two paragraphs, stories are simple. And as Dan puts it, “simple but not easy.” If you need a way to start, I encourage you to try out The Nonprofit Narrative: How Stories Can Save the World. The book is short, to the point and will make an impact on how you tell your organization’s story. Dan can be found at The Portnoy Media Group.

The Nonprofit Narrative: How Stories Can Save the World

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It’s the Way You Think About Work

Get a glimpse into Menlo Innovations joyful and disciplined “agile” methodologies that are the foundation on how they have built our business culture. This Business901 podcast with Menlo founder and chief Agilist, Rich Sheridan discusses the Menlo WayTM.

At this date I am sure there is only limited seating left for an action packed day (August 26th) at Lean Frontiers outstanding training facility in Indianapolis, IN.  

In this session you will learn…

  • how Menlo’s iterative design processes uncover root problems and provide a framework for adapting project requirements as needed
  • the tactile methods Menlo uses to plan project tasks, ensuring transparency with project sponsors around project cost and timeline
  • about the importance of estimation and actual in project planning
  • about what it means to remove fear from your company culture and the impact on team communication around project deadlines and more

Listen to podcast and get a small glimpse of what you might be able to enjoy on August 26th at Lean Frontiers.

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Making the Most of Your Important Conversations

Chris Ertel talks about his new book Moments of Impact: How to Design Strategic Conversations That Accelerate Change in this Business901 Podcast.  Chris is an innovation and strategy consultant with years of experience advising senior executives of Fortune 500 companies, government agencies, and large nonprofits.

This is one podcast I wish that I could do over. Since the interview, I have re-visited and used parts of his book it several times. I even bought the audio book to listen to on the way….to a strategic conversation.   

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Build a Power Grid of Influence and Connections

Judy Robinett takes the word “Networking” not only to a new level but re-defining it into a dynamic "power grid" of influence and connections. How to Be a Power Connector: The 5+50+100 Rule for Turning Your Business Network into Profits is an excellent book and one of my best summer reads, so far.

Judy is a business thought leader who is known as “the woman with the titanium digital Rolodex.” She has been profiled in Fast Company, Forbes, Venture Beat, Huffington Post, and Bloomberg Businessweek as a sterling example of the new breed of “super connectors” who use their experience and networks to accelerate growth and enhance profitability.

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A Scrum Drawing for Lean Marketing

Before the podcast, Design Think Your Way to Sales with Régis Lemmens,at Sales Cubes, we had a discussion about applying Service Design Thinking, Scrum and Agile to sales and marketing. The conversation turned into a discussion about this drawing on my website.

It is reflective of a Scrum sprint. Scrum is an iterative, incremental framework for project management and agile software development. The sprint is typical a two to four week process with the large loop representing the overall process and the smaller (top) loop representing a twenty-four period and the daily scrum meeting. In the Value Stream Marketing Process, I use the loops to demonstrate a higher level of intimacy with a prospect. The top loop is for existing customers to nurture an even stronger relationship. Time is not part of the process loops.

The three separate areas of the diagram will have their own Kanban board, if there are separate teams working on them, or you could visualize each as a separate swim lane. Separating these three processes apart allow you to better identify the process steps and the tools needed to facilitate the value stream flow. And, of course, using a Kanban board for this process will help you identify where the process is not working or where the bottleneck is occurring. Below is how the conversation went.

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Design Think Your Way to Sales

Could this approach actually make Sales a Noble Profession?

I had the pleasure of discussing with Régis Lemmens his new book, From Selling to Co-Creating. He is a partner at Sales Cubes, a sales management consulting firm located in Belgium, specializing in sales and key accounts management. He is a firm advocate of design thinking in business and helps organizations to apply this approach to innovate and redesign their sales processes finding new ways to add value to their customers.

Regis is a member of the team of experts at Impulse Brussels (the Bussels Enterprise Agency for starting and experienced entrepreneurs) where he serves as coach for startups to help them to develop and implement their commercial strategies. He also volunteers as a coach at the 'Startup Weekend’ events in Belgium where he helps future entrepreneurs with the development of their business ideas.

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