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It must be a lot of pressure to live up to the billing of "James Bond of design research" and the "Indiana Jones of technology for the developing world." I mean, what do you wear? A tux with a dusty brimmed hat? Action adventure movie references aside, Chipchase takes us on a rollicking global adventure in his new book, Hidden in Plain Sight: How to Create Extraordinary Products for Tomorrow's Customers, which hit the bookshelves in April. Design research, Chipchase explains in his first chapter, "Crossing State (of Mind) Lines," concerns itself with identifying the unmet needs of custo ... Read more
Jack Covert Selects - The Art of Thinking Clearly
The Art of Thinking Clearly by Rolf Dobelli, Harper, 384 pages, $25.99, Hardcover, May 2013, ISBN 9780062219688 Have you ever toiled over a project so much that even when it showed no signs of succeeding, you couldn’t let go? If so, you were a victim of effort justification. Have you ever asked a group of current customers what they thought of your product, then felt good that most liked it while only a few had complaints? If so, you might have insured those positive results with unconscious self-selection bias. Author Rolf Dobelli blames both instances of muddled thinking on our irrationa ... Read more
An Action Plan for Making Good Customer Service a Reality
Published May 15, 2013 12:00 p.m. - Any company can market and promote that they are experts at cuddling customers, but very few ever get the formula for execution right. [...] They like to talk the talk, but dont walk the walk.