Which “better”?

More accessible Disruptive Innovations are NOT breakthrough technologies that make good products better; rather they are innovations that make products and services more accessible and affordable, thereby making them available to a larger population. Christensen Institute Could you make it……

Design Singapore: Changi airport (1)

Design Singapore: Changi airport (1)

It’s simple, but so rarely done well: put yourself in your customers’ shoes at every point of interaction with your organisation and ask “What do I need at this moment? What would help me, and make me feel helped?” This…

To make change happen…

We usually need several things to come together before we actually make a change. 1. See that the change is possible We learn what’s possible through exposure (seeing a thing happen or be done), experience (doing things ourselves that suggest…

Customer hierarchy (1)

It’s good to keep your products – and I include services as part of product – as focused as possible on the needs of your customers. One catch is that you are almost certainly serving multiple costumers: The people you…

Who pays? (client / user edition)

It means all kinds of things if the client or user of a non-profit organisation’s services pays. The organisation will be focused on the client, and their needs – “She who pays the piper calls the tune.” The non-profit will…

Who pays? (Donor edition)

“Who pays?” is an important question for all sorts of reasons. In the world of non-profits, donors often pay. This can mean: That the charity is free to act in the best interests of the people it seeks to serve,…

A long queue

A long queue for what you’re selling is a good problem to have. It means people want what you have, and are willing to pay the price you’re asking and pay the additional time it takes them to queue to…

Conference: small stages

Good conferences create a range of stages for members of the cohort to try things out on. Workshops, seminars and meetings happening alongside the keynote and plenary sessions create value for presenters (a chance to meet interested people and try…

The switch (1)

“Who is this for?” Your work is always for you. This is true whether we’re working for pay or we’re parenting, whether we’re working on something that’s very obviously for ourselves or giving up time, energy and money to serve…

Clayton Christensen on why customers pay a premium, or: bad products are expensive

If you hire a product to get a job done and it doesn’t do the job well, then you have to take it back, or throw it away, or give it away, or repair it, and go out and find…