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The Team Is the New Expert

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Most of us are not yet fully aware of the implications, but learning as we knew it and experienced it has changed. What does it mean for collaboration? According to the American Society of Training (ASTD), “The ‘half-life of knowledge’ is the time span from when knowledge is gained to when it becomes obsolete. Half […]

The Collaboration Habit

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I often contend that it has become impossible to be The Expert at this point in history. The digital flow of information is like trying to drink from a fire hose of knowledge and know-how. The cycle of learning-unlearning-relearning has revved up to an unprecedented speed. So, what is the answer when we need to […]

Crowdsourcing the World’s Goals

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Most people are not aware of the fact that in 2000, the United Nations laid out eight worldwide Millennium Development Goals or health, justice, and well-being targeted to reduce poverty and disease by 2015. The developing countries agreed to halve extreme poverty, hunger, and death from disease, and the developed nations agreed to help by […]

Ginni Rometty: IBM’s New CEO On Customer Centricity and Innovation

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CEO successions at large companies, like Unilever and IBM are not spur of the moment decisions.  They are carefully orchestrated and managed – with the bulk of the action often taking place back stage.   So are their interviews with the media and analysts – well rehearsed and predictably patterned.  Which is what makes Ginni […]

Amazon: Building The World’s Most Customer-Centric Company

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I received an email from Amazon a few days ago informing me that they were refunding me $2.50 on an item that I had preordered.  The reason offered for the refund was “pre-order price protection.”  Two things about the email got my attention.   First, the company had reached out to me of its own […]

Consumer-Created Ads Cross The Chasm

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Consumer-generated ads may have started off as a curiosity, as light-hearted fun.  But they have crossed the chasm and user-generated content (UGC), an umbrella term for all consumer-generated material, including ads, is serious business at a large number of companies today.  Its not just Frito Lay, and Pepsi; companies like Coke, HP, and Best Buy […]

The Social Benefits of Collaboration and Co-Creation

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Large scale citizen protests in Tunisia, Egypt, and earlier in Iran and Mayanmar (aka Burma), are symptomatic of very deep-rooted social diseases.  Problems like corruption, neglect of infrastructure, abuse of police and political power are too complex to be handled by one-dimensional solutions, no matter how well intentioned.  However, in each case there is a […]

Hallmark’s Collaboration and Co-creation Journey: An Interview with Tom Brailsford

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Few companies share an emotional bond with their customers as Hallmark – the 100-year old, Kansas city-based, king of personal expressions – does.  The company is more than just greeting cards and personal expressions, however.  It’s a silent companion that is always present at times of our celebrations, laughter, tears, and sorrows.  We have shared […]

Rethinking The Purpose of Modern Business

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In Rethinking Marketing: From Marketing Products to Cultivating Customers my co-authors and I wrote about how companies must make products and brands subservient to long-term customer relationships.  We also made the point that for ongoing customer value innovation to become a part of the DNA of the organization, it is important that the company move from […]