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February 28, 2014 / Book Reviews

Book Review | Customers Included: How to Transform Products, Companies, and the World – With a Single Step

cover-customers-included-lgCustomers Included: How to Transform Products, Companies, and the World – With a Single Step
By Mark Hurst and Phil Terry

Head: (4 out of 5)
Heart: (3 out of 5)
Leadership Applicability: (5 out of 5)

The book’s title, Customers Included, states the obvious:  a customer-inclusive approach to innovation is essential to improving the odds of success.  While many companies aspire to become customer-centric, others fail to include customers altogether, due to beliefs about the role of customers in innovation, a lack of time, or know how, among others.

Though the process of including customers is challenging, authors Mark Hurst and Phil Terry, pioneers in the field of customer experience, aim to change that with easy-to-read content organized around the three basic steps for including them:

  1. Observe customers directly.
  2. Discover customers’ key unmet needs.
  3. Build consensus across the organization to meet those needs.

Peppered with real stories of product failures to illustrate key points associated with omitting customers from innovation (and product successes due to including them), the authors provide practical tips for a strategic, customer-inclusive approach to innovation.

Leaders who want to create a better product, service or experience for their customers – whether or not the customer is a shopper, a user, a student, a patient, a citizen, an employee – will want to read this book. Buy it now.

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February 27, 2014 / Articles We Like

On: "Eight Essentials for Scaling Up Without Screwing Up"

From product development to HR, do you know of a leader that isn’t trying to identify and spread excellence within their organizations?  We don’t (everyone is!), and that’s why this article by Robert I. Sutton resonates with us.

Meeting – and exceeding – customer needs is a top priority for most executives interested in building a customer-focused organization.  Yet success requires scaling up the key beliefs, skills and actions that demonstrate excellence. This is no easy feat and if not managed well, can be a barrier to any corporate initiative, not just those that are customer-focused. The Harvard Business Review article, Eight Essentials for Scaling Up Without Screwing Up, is based on extensive research and outlines the key principles and actions for effective scaling.

Read it now.

What barriers do you encounter when trying to scale up?

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February 25, 2014 / Wise Talk Teleconference

Customer Experience and Product Innovation

WISE TALK March 2014:  Sue hosts Janice Fraser, entrepreneur, designer, advisor, guest lecturer and Founder and CEO of LUXr, a company democratizing great startup advice by putting it online. Through LUXr, she has coached, taught, and interviewed thousands of entrepreneurs in startup communities across the United States and around the world. Janice is a startup founder who loves startup founders and an avid champion of experience-driven product strategy.  Janice will change the way you think about product development processes and principles.  With more than 15 years’ experience in Silicon Valley, her insights will help you focus on the end user experience to deliver stellar products and services.

Follow Janice on Twitter: @clevergirl

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February 25th, 2014|Categories: Wise Talk Teleconference|
February 18, 2014 / Coaching Skills / Leadership

The Introvert CEO

Michael asks: I was just named CEO of a small software startup company. I have a fairly introverted personality and realize this new role will require me to move more out of my comfort zone. Any tips?

Therese Tong, PCC, Executive Leadership Coach, responds:

Congrats!

Let’s start with a few assumptions around how your introversion might be showing up:

  • Telling yourself you cannot handle certain situations or leadership roles as well as an extrovert
  • Wanting to say something but not finding the words in the moment
  • Feeling that you need to be more at ease with all the networking and external conversations that come with being CEO

Reasons For and Motivation
Remember the reasons that motivated you to take this role. To make a bigger impact in the company’s success? In the industry? In people’s lives? Every time you catch yourself hesitating or worrying about stepping ‘out of my comfort zone’ – shift your thinking from ‘my comfort zone’ to these motivations and to the ‘others’ involved. See your desired outcome and take the step.

What you are doing here is observing your interpretation

[thinking, head] about an action, retraining your mind to focus differently and also getting in touch with the motivation [feeling, heart] that propels action [will, body].

Use the Gifts of Introverts
As an introvert, you have insight and have thought through issues with clarity and depth. Perhaps you are not as gregarious as the extrovert in selling your idea but you care about others and have great support with close friends and colleagues. From this foundation of insight and care, give voice to your thoughts and what you believe can happen. You can also use your gift of curiosity – when struggling for something to say in a social situation, just get curious and ask a question.

Return to Now
In a room full of too many people – imagine yourself talking to one person in the room, feel the connection you have with this one person; gently and slowly include two, three, four … other people in your dialogue. If you notice any discomfort or anxiety arising, take a deep breath, wiggle your toes. Return to the here and now – your body and the one person you want to share this idea with. Returning to the sense you have in your body, for example, your breath or wiggling your toes can be practiced anytime, especially when stepping out of your comfort zone.

Set Expectations and Allow Quiet Time
As CEO you will have a schedule full of conversations, big and small. For your sanity, you will need to protect adequate quiet time to decompress and reflect. Be clear with your administrative assistant, your direct reports and/or family at home that you must carve out alone time in order to thrive.

Give the above a try and let us know how it has helped you be more courageous to step into some different actions.

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February 8, 2014 / Stress / Work-Life Integration

Strength During Stress

Most executives have some periods of intense, unrelenting stress.  This can happen for example during a time the team is rapidly growing in numbers; during a mission-critical project where the stakes are very high; or during a time of crisis such as a major HR or legal issue.

At such times it’s a good idea to get back to basics, and remember that your body and brain are the only real tools you have for success.  These simple rules will help you to function at your best when times get tough:

  1. Exercise, even if it’s just “walking meetings.”
  2. Eat healthy, even if someone else has to get your food.
  3. Buy a water bottle you really like.
  4. Improve your sleep and break-taking hygiene.

For more on these 4 simple rules, read the full blog post here.

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February 3, 2014 / Press Releases

MARIPOSA LEADERSHIP, INC. HOSTS THOUGHT LEADER, DAVID BURKUS, TO LINK CREATIVITY AND CX

Sue Bethanis, CEO of Mariposa Leadership, Inc. to host thought leader, professor and author of “The Myths of Creativity” on the popular Wise Talk Forum on Thursday, February 20th at 2pm PT/5pm ET

San Francisco, CA – February 1, 2014 – Today, business leaders are tasked with innovating, and must tap into their creative potential to generate useful and novel ideas. Though the creative process is mysterious to some, research indicates anyone can be creative, given the right conditions.

Download PDF

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February 3rd, 2014|Categories: Press Releases|