Below you can find all the articles on this site ordered by when they were last updated starting with the newest. Try here if you are looking for the site’s videos or here if you are after info on any of the books I mention on the site.
[Work In Progress] How the customer journey in taking a flight has changed over the years is a great story of how service innovation: is continuous where customers drive co-value generation there are many actors involved autonomously often in parallel or separate markets/industries the level of co-value generation determines which components of a system survive […]
[Work In Progress] Customer resistance to an innovation is an aspect of service innovation less obvious in product innovation. It relates to when customers have actively decided they will not use an offered service innovation. Note that this is It is different to the adoption challenge – getting end customers familiar with and using an […]
As we see goods as a way of delivering service, the traditional goods-service continuum makes less sense.
However, we can observe a (self-)service-service continuum. Where we move from predominantly service provider's goods used to transport service through to more use of provider's systems, physical resources and employees.
The continuum exposes various non-functional progress beneficiaries seek to make.
Value - it's more than the price someone is prepared to pay
It is the proposal to help a beneficiary make functional and/or non-functional progress in some aspect of their life. And it is the amount of progress made in use (co-creation of value).
That we measure value today by price paid and/or volume sold is a result of our product-dominant logic view of the world. It turns out, these are proxies we end up using as we are not relational enough. Something service-dominant logic opens our eyes up to.
The Big Picture… Welcome to what I am calling The Progress Economy. The way of viewing the world that accelerates growth and innovation. We can view The Progress Economy as three levels sitting on a simple set of fundamentals. Fundamentally, we observe that: every actor is seeking to make progress with all aspects of their […]
The Big Picture… Typically, we believe value is created/embedded by manufacturers and then exchanged at the point of sale. This is known as value-in-exchange and is the main basis of what we call goods-dominant logic. Once the buyer owns the Value, they set about destroying or using it up. It is a simple view of […]