Shop Talk Podcast #4 - Tony Ulwick on Determining What Customers Really Want from New Products

The podcast is back, this time featuring Tony Ulwick, author of the book "What Customers Want" and CEO of Strategyn, a consulting firm helping companies improve their innovation processes.

We're talking about how to gather information from customers to drive innovation. Most companies have "voice of the customer" programs, but few know how to extract quality information from those programs. It takes asking the right questions, and removing ambiguity from the answers. In the podcast, Tony states that it's wrong to assume that users can't tell us what they want; instead, the problem is that "companies don't know how to listen to customers."

You can access the podcast here.

Here are links to companies, people, etc., mentioned in the podcast:

Clayton Christensen - "focus on the job the user wants to get done"
Theodore Levitt's "Customers don't want a 1/4" drill"
Apple
Strategyn White Papers

podcast, innovation, management, marketing, product management

Mistake Bank #12 - Don't forget about support!

What follows is a sample of a project I've been working on called the Mistake Bank. It combines narrative, learning from mistakes, video and web2.0 in an environment that companies can use to train new employees, create a corporate history, connect workers and mentors, and bring more humanity to the workplace. Email me at inquiry@caddellinsightgroup.com if you would like to know more about the Mistake Bank.

When John Caddell began his first job as a product manager, he inherited a new product that was being sold by a large partner. And once the first sale happened, he learned that having a support strategy is not optional. Click here to view video.

mistakes, Mistake Bank, narrative, learning, marketing, product management, technical support

Stories #1 - To close the deal, you often need to negotiate face-to-face

There is a moment early in the movie "Local Hero" where MacIntyre, the executive who is being dispatched to Scotland to negotiate a land purchase for an oil company, complains to a colleague about the trip. "I don't need to travel there; I'm more of a Telex man." Yet he goes anyway, and finds the Scots extremely challenging (and shrewd) negotiators. The deal wouldn't have gotten done via Telex.

I was thinking of this while reflecting on the experience I had negotiating with a client was dragging their feet on signing the contract. Our general manager requested that I travel to New York and try and get the contract closed myself and I protested and said we can get it done on a conference call. He said, "Sometimes you have to go there in person." And so I did. Here's what happened...

Voice-to-Screen messaging - powered by SpinVox

negotiation, narrative, psychology, dealmaking, customer relationships

Shop Talk Podcast #3 - Traci Fenton on democratic workplaces

On this edition of the Shop Talk Podcast, I talk to Traci Fenton, CEO of WorldBlu, a business design studio that helps companies adopt democratic processes. Her company created the World's Most Democratic Workplaces list, featuring companies like Linden Lab and Rite Solutions who embody these ideals.

Traci and I talk about what constitutes a democratic workplace, how it is to work in this type of company, discuss some examples, and learn that while some decision-making may be slower due to seeking consensus, implementation is that much faster and success more assured as a result.

Click here to download the podcast.

Companies mentioned in the podcast:

Linden Lab
Rite-Solutions
General Electric
Whole Foods Market
Southwest Airlines
Motek
SRC Holdings

Errata:

1. I continually called Linden Lab, the creator of Second Life, Linden Labs. Traci said it right every time, and I never got the hint. My apologies.
2. If you listen carefully, you will hear a couple of Skype blips during the podcast.
   

democracy, leadership, management, organization, podcast

Shop Talk Podcast #2 - Barbara McFadden on "Best Alternative to a Negotiated Agreement"

It's the second edition of our podcast. This time, Barbara McFadden, one of the smartest attorneys I know (and I know a lot of them) talks with me about planning for the "best alternative to a negotiated agreement"--meaning, planning in advance what you are going to do if the deal you are trying to close doesn't (or shouldn't) happen.

You work on a deal for months, and then, something goes wrong. The other side changes the terms it wants. Or asks for another price concession. It may make sense to walk away, but if you haven't thought about Plan B already, you may feel forced to continue. At best, the deal will be less attractive than it could have been. At worst, you have gotten your company into a long-term, painful engagement that will take years and $$$ to unwind.

She also talks about how good negotiating teams work, and how to determine who will lead a negotiation.

So, listen to Barbara. The fifteen minutes you spend could save you a few dollars.

Download the podcast by right-clicking on this link.

If you want to get hold of Barbara, you can email me and I can help you connect with her.

(Photo: "Vintage 1" by coscurro via stock.xchng)

podcast legal negotiation preparation strategy

Shop Talk Podcast #1 - Gordon Adams on "Time Kills Deals"

OK, it's time for something new. I've been fascinated by podcasting for a couple of years now, and almost got involved with a podcasting project last fall. So I've been thinking about a regular podcast on this site, and it's time to unveil it.

This was a one-take, unedited interview. I recorded it using an inexpensive conference-calling technology which overcompressed the thing, so as a result I sound like I'm from Chicago (no, Connecticut) and that I have a lisp (also no). Nonetheless it was fun to do and I'd like to do more. They'll improve technically for sure.

Anyway, onto the podcast. My guest is Gordon Adams, Senior Vice President of Sales at Vue Technology, a maker of item-level RFID solutions. (Read Gordon's bio here.)

We're talking about "Time Kills Deals," an expression I first heard from Gordon when I worked with him at EDS in 1995. It's a great, pithy maxim that I've used ever since (and blogged about here). I'd love your comments. Enjoy!

(Please be patient through the 10 seconds of dead air at the beginning of the podcast... ah, the joys of being a beginner!)

Download podcast

Links to companies or products referred to in the podcast:

EDS
Holden International
Solution Selling

Errata:

1. In the podcast, I refer to Gordon's company as "Vue Technologies." It is, of course, Vue Technology.
2. Gordon was the USC starting quarterback for only one year (I implied it was several years).

(Photo: "Vintage 1" by coscurro via stock.xchng)

podcasts sales sales management sales methodologies qualification