A major thread in this blog has been business innovation, and in particular the process of innovation, illustrated above. In the past week, two new ideas have come to my attention that will require me to change this process model. First, a brief re-cap of this process model, for those who haven’t read my paper on the subject:
And even when they do the appropriate testing and experimentation, and avoid the landmines, some companies just don’t have the skill to successfully commercialize a new product, process or technology — Business 101. And it’s the company that actually implements the new idea successfully, not the one that does all the hard, creative work above, that makes all the money from the idea. The value isn’t realized until customers actually start paying (enthusiastically) for the innovation. Here are the two new ideas that I now need to bake into this innovation process model: What Customers Really Value: Rob Paterson has pointed out that, according to Reed’s Law, value, in the eyes of customers, no longer comes from standalone products. Much more value comes from the ‘wraparound’ service provided over the life cycle of those products, and even more value can come from a community or facilitated network of other users of those products. So, to use Rob’s example, when I buy a lawn tractor it’s not the piece of machinery I value, it’s its lawn-cutting functionality, its value-in-use. Same is true for cars, computers, and just about everything else. Companies have started to realize this, which is why they have split off the cost of service (the warrantee) from that of the product, lowered the price of the product and raised the price of extended warrantees. But customers don’t see them as separate, they see them as one thing, so they often decline the extended warrantee but still get angry with the supplier when the product breaks down and they now have to pay again for what they have already (in their minds) paid for — lawn-cutting functionality. Innovative companies need to think about this carefully, because the vast majority of large companies these days are reducing the quality of both their products and their wrap-around services (by offshoring and other cost-cutting techniques) in the obsessive pursuit of lowest possible cost. While this has the Wal-Mart Dilemma effect of reducing consumer buying power (because it produces fewer, lower-quality, lower-paying domestic jobs) and hence ‘locking in’ consumers to lower quality products with poorer service, eventually this race-to-the-bottom will reach an equilibrium point at which the consumer will simply stop buying and start saving until he can afford a higher-priced, much-higher-value product with excellent (and long) life-time service. Reed’s Law will kick in, and the big, cheap (in every sense of the word) producers will have discounted themselves out of the market. The innovative company should see this as a huge evolving opportunity, and design a product/service ‘offering’ that provides the greatest possible life-time value at an affordable (not the lowest) price. What’s especially interesting is that customers know that high-value service cannot be outsourced (see my Dell story for an explanation of the internal distrust and finger-pointing that outsourcing inevitably produces) or offshored (no matter how competent they are, people in India can’t give me good service simply because they’re not here looking at the product that doesn’t work). The second part of Reed’s Law relates to creating communities around a product/service offering. The best-known example of this is eBay, which really has no product, but offers a series of auction services, and facilitates a whole series of communities around those services. These communities provide value quite apart from anything that eBay itself ‘does’, by helping and otherwise associating with each other. Meetup does the same thing. So innovative companies need to think as well about how they can create and facilitate communities of customers and of other stakeholders around their products and services. Those communities could meet either online or face-to-face. What’s especially interesting is that sometimes communities work best when the actual supplier of the product or service around which the community is focused, stay out of the way of community activities. This is a lesson some professional service firms have learned when they tried to set up Entrepreneurial Associations of their customers — they work best peer-to-peer, with the service firm merely providing the directory and contact information, and trusting their customers not to say bad things about them ‘behind their backs’. This is an important lesson for all network coordinators — let the community self-organize, and help without being prescriptive or interventionist in that process. The Wisdom of Crowds: James Surowiecki’s remarkable book The Wisdom of Crowds has caused me to re-think many of my ideas, and one of those ideas is the value and importance of experts. The concept of ‘pathfinder’ customers outlined above assumes that, to some extent, these ahead-of-the-curve customers are experts in their business and hence can provide expertise to your business above and beyond what the ‘average’ customer can offer. Surowiecki provides compelling evidence that experts are prone to overconfidence in their predictions and are not nearly as good at making predictions as larger numbers of ‘ordinary’ people reasonably informed and engaged in the issue. He would suggest, I think, that ‘pathfinder’ customers could well lead your company down the wrong path. What is needed, he argues, is a mechanism to capture the collective wisdom of a sizeable (the larger the better) group of intellectually diverse, independent, decentralized (i.e. each having access to unique, special knowledge) customers. He also argues that the process of bringing together groups of people to exchange and build on each others’ ideas (as in Focus Groups and ‘Thinking the Customer Ahead’ sessions), while valuable in some contexts, can actually be worse than simply independently polling the group, because of the propensity of groups to ‘Groupthink’ — to prematurely discount ‘minority’ views, and to self-censor radical thoughts and ideas. I’ll have much more to say about The Wisdom of Crowds in an upcoming article. But it is clear that innovative companies need a mechanism to objectively capture customers’ and employees’ collective wisdom, not just the ideas of an elite few creative forward-thinkers. So here’s a first stab at how these two new ideas could be shoe-horned into the above process model:
And here’s what the revised process model would look like: |
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I recall hearing a story about a company (for some reason I think it may be 3M but I could be wrong) that had on staff several innovators. The innovators job description was extremely vague but one requirement was that they very rarely ever step foot in the companies office. They had no deadlines and no real job description. They were just paid to ponder the world as they go about their daily business and if they happened to think up something potentially useful they would report it to the company. Interesting concept but who knows how well it worked.Jack Welch used the concept of “boundaryless” ideas where every idea is worth exploring no matter where it came from (a senior exec, the janitor, your competitor, or some other external source etc.) and people were rewarded just as well for exploring and developing an idea as for coming up with it.I haven’t read the book “The Wisdom of Crowds” (it is on my reading list) but I do believe that average of a collection of independent minds will often produce better results than a single mind. The key word is “independent” or else you can suffer from group think (which we find abundant in society today from the business world to politics to the media). When you hear opposing opinions more often than not the “truth is somewhere in the middle” and as you collect more and more independent opinions you start to locate that point in the middle.All that said, I do believe that a great sole leader is still the best because they are more agile and can change course quicker than a group of people. But a bad sole leader can also drive an organization into the ground pretty quickly.Single leader=high risk, high reward. Group of (independent) thinkers = steady as she goes.
Isnt there a wonderful irony that it takes an expert to disqualify experts? I’m currently reading “The Wisdom of Crowds” and i find it an entertaining if contentious read- his evidence is often a bit weak. Anyone with managment experience wll have been on the blunt end of a group-think assault, or even worse will have led one.
Just ran across this weblog. Wow. Just…wow. An amazing collections of thoughts, and practical advice. Please keep it up!
David: Good summary, thanks.Ahmed: Agreed, I’ve been there ;-)JC: Thank you, comments like this are what makes it worth the effort.