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Here is a short taste of articles that will soon be coming to a browser near you.  Whilst we can’t show you the whole post yet – blame our WordPress skills! – hopefully, you can get an insight from the title and the excerpt!

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The Flying Journey
[Coming Soon]

The customer journey of taking a flight has changed beyond all recognition over the last few decades.

This change is a prime example of service innovation in action, and the "invisible hand" of co-value generation

No one person has architected the journey, rather many aspects, suppliers, and customer expectations have come together, competed, some succeeding, some falling by the side, to get where we are today; and what's next?

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Why Innovate – Part I: Product dominated thinking
[Coming Soon]

We innovate - under a product dominated thinking approach - to enhance features of products or find new products, to reduce manufacturing costs, or to improve processes.

This follows traditional strategy thinking of differentiation versus cost leadership; and value chains.

All good stuff; from a product dominated thinking mindset.

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Self Service Supermarket Checkout – a case study of customer resistance
[Coming Soon] [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 […]
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Customer’s airline journey – value generation, networks of value and digitisation
[Coming Soon] [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 […]
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Service Innovation – the stats
[Coming Soon] The stats around service innovation from the latest UK Innovation Survey
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Netflix
[Coming Soon] We can look at Netflix's innovation over the years through several lenses to give an insight into why and how service industries innovate.
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Customers experience quality
[Coming Soon] Grönroos model Link with blue ocean to find innovation?
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Service Innovation – the Basics (Part 2)
[Coming Soon] Offering a services can lead to new services (by yourself, or others) And, even more.  Services can spawn new unthought of (or maybe rethought) services.  Teriflix, for example, is a service providing mini-cinema spaces complete with equipment for you and your friends/family to watch Netflix or Amazon Prime content.  They tag themselves as “your social […]
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