Feb 21, 2017

Value Propositions with Cindy Barnes

This is a compilation of the entire interview with Cindy Barnes. Cindy co-authored the book, Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit, showing readers how to build, deliver and harness value propositions to create profitable growth for a business, by utilizing the experience of clients and customers. It provides guidance for business leaders – demonstrating why having a strong value proposition is so important for a company.

 

Cindy Barnes is a business innovator and strategist. She founded Futurecurve after many years with Capgemini where she led service development, sales, marketing, co-created new business units and was a client-side consultant. Follow Cindy on Twitter: @cindy_barnes

 

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Dec 28, 2016

Subscription Businesses with John Warrillow

This is a compilation of the entire video series on Subscription Businesses with John Warrillow.

John Warrillow is the founder of The Value Builder System, a company that helps business owners improve the value of their company. The author of the bestselling book Built to Sell: Creating a Business That Can Thrive Without You, which was recognized by both Fortune and Inc Magazine as one of the best business books of 2011. John’s new book is The Automatic Customer: Creating A Subscription Business In Any Industry.

The Automatic Customer: Creating a Subscription Business in Any Industry: http://amzn.to/2i3USs9

Built to Sell: Creating a Business That Can Thrive Without You: http://amzn.to/2i3WEcU

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Nov 23, 2016

Event Model Canvas Interview

This is the entire compilation of the interview with Ruud Janssen. Ruud is the co-author of a new book, Event Design Handbook: Systematically Design Innovative Events Using the EventCanvas,

An overview of the book: 

Event design is a new approach to systematically decompose and recompose the success of events. By using the #EventCanvas template, one can identify where and for whom the event can be innovated. It is a handbook to document, discuss, and design events worth attending, and illustrates good event design.

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Jul 18, 2016

The Practical Application of Systems Thinking

John Shibley has 30 years of experience leading complex organizational improvement efforts in a variety of industries, sectors and settings. His practice focuses on the intersection of strategy, innovation and organizational learning. He is a flexible and imaginative consultant with a history of working successfully with a variety of clients and for moving nimbly between theory and practice, reflection and decision-making.

John enjoyed a 15-year career leading strategic Organizational Learning and Total Quality efforts in the profit sector. As the Manager of Training and Development at L. L. Bean he helped engineer that company’s system wide change to Total Quality Management. He was the lead consultant for an 8-year project in strategic product development at Harley Davidson through the Center for Organizational Learning at the Sloan School of Management/MIT, one of the longest running organizational learning projects of its kind in the world.

He was a founder of the Society for Organizational Learning and has published articles on systems dynamics, collaboration and consulting practice, and enjoys mentoring emerging organizational development consultants. John lives in Maine with his wife and a lot of guitars.

PDF download: A Practice Theory for Organizational Learning

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May 2, 2016

Transitioning to Experiences

Robert Rose is the author of Experiences: The 7th Era of Marketing and Managing Content Marketing: The Real-World Guide for Creating Passionate Subscribers to Your Brand . Robert is the Strategist in Residence and brand advisor for the Content Marketing Institute, a featured writer, and guest blogger for iMedia Connection, CMSWire and Fierce Content Management.

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Jan 26, 2016

Optimize the Customer Experience with Service Design

Ben Reason is a founding partner of Livework having set-up the company in 2001. He now leads the London studio on service design and innovation projects for both UK and international clients. In his time at Livework, he has worked with multinational companies and start-ups with a focus on service thinking and developing their service design methods and approach. His background is with internet and digital projects having previously worked for a number of large digital agencies. 

Ben is co author of Service Design: From Insight to Implementation and his latest work, Service Design for Business: A Practical Guide to Optimizing the Customer Experience.

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Dec 20, 2015

Product to Customer Centric: The Mercedes Benz Journey

 At TheMichelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide short-term and extended consulting services, keynote and workshop presentations, and bestselling books to meet your needs. Our culture of service excellence is anchored to our mission, vision, and values. – Joseph A. Michelli

Joseph Michelli is my guest this  week and as always, Joe made the podcast…well, a Michelli Experience. We discussed his new book, Driven to Delight, which I recommend. When you reflect for a moment on how a product-centric Mercedes-Benz transformed into a customer-centric organization, well it is very difficult to even imagine. The culture not only had to change at Mercedes-Benz but also in their long established dealer chain. Michelli tells the story like no one else could. The preceding link will enable a few bonuses by utilizing the code “VIP”.

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Nov 23, 2015

Hyken on Customer Service

Shep Hyken is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees and this week’s Business901 Podcast guest. I encourage you to take a look at the Shepard Virtual web-based training solution that focuses on bringing you and your organization some of the best training in a format that is fresh, innovative and very effective. As Shep says, "The best organizations in the world know the importance of creating a corporate culture that fulfills and excites their employees. One of the keys to creating that culture is to give the employees the tools they need to be the best they can be." If you haven't already done so, check out the course outline and experience a short sample of their training.

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Sep 29, 2015

The RedQuadrant Method of Public Service Transformation

Benjamin Taylor is a founder and managing partner at RedQuadrant. He is passionate about systems thinking, customer-led transformation, lean, and generally thinking about better ways to run and lead organisations. He holds a lean six sigma black belt and is accredited to run the power+systems organisation workshop and ‘when cultures meet’ workshop. Benjamin is a visiting lecturer in applied systems thinking at Cass Business School, City University, and has lectured at Nottingham Business School and Oxford Said/HEC Paris. You can find Ben on Twitter as @antlerboy.

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Aug 18, 2015

Designing through Promises, Part 2

Mark Burgess is perhaps best known as the author of the popular configuration management software package CFEngine, but has also made important contributions to the theory of the field of automation and policy based management, including the idea of operator convergence and promise theory.

Mark is the author of numerous books, articles, and papers on topics from physics, Network and System Administration, to fiction. His new book is Thinking in Promises and which was the topic of last week and this week. The first podcast gave some history and background on the subject. while this podcast is more directed at applying the Promise Theory.  A direct link to the first podcast: Designing through Promises.

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Aug 10, 2015

Designing through Promises

Mark Burgess is perhaps best known as the author of the popular configuration management software package CFEngine, but has also made important contributions to the theory of the field of automation and policy based management, including the idea of operator convergence and promise theory.

Mark is the author of numerous books, articles, and papers on topics from physics, Network and System Administration, to fiction. His new book is Thinking in Promises and which is the topic of the next two weeks on the Business901 podcast. The first podcast will shed some background on Promise Theory while the second podcast will be more on applications. 

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Lean Marketing eBooks (More Info): Excerpt from the Lean Marketing House

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Aug 3, 2015

IT in the Digital Service Economy

Jeff  Sussna founder of Ingineering.IT, facilitates Adaptive IT through teaching, coaching, and strategic design. He is the author of a new book Designing Delivery: Rethinking IT in the Digital Service Economy.

The book and our conversations covers a lot of ground. If you are not familiar with a few of these terms, Jeff gives one of the most straight forward and understandable explanation you will hear. Subjects include Service Dominant Logic, The Promise Theory, Service Design, Post-Industrial, Cybernetics, DevOps and the Four Dimensions of Digital Service.

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