Thursday, May 10, 2007

Talking to a Blog -- with unexpected results

Jott From Boris Pluskowski (Involved the new service You call and speak a message that is recorded and can be sent via e-mail, convertedfrom speech to text. This post required a fair amount of editing -- even these few sentences didn't make it clearly into the blog's HTML.

Instead of listening to customer problems and having them send solutions -- a favorite example of Open Innovation -- you might focus instead on the customer experience since THEY are the ones who have a problem YOU can solve. Following the 'voice of the customer' sounds like you're getting close to your consumers but often leads to the wrong issue and, thus, the wrong solution.

After all, the customer can't really innovate or solve issues in YOUR company without knowing more about the reasons why things happened the way they did. They see the events and perceive causes and effects very differently than employees or executives

Hope you'll check back for postings and updates from the Front End of Innovation conference in Boston, today and tomorrow. Instead of 'track back' perhaps you'd like to 'talk back' . . . .

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