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Back to (Buzzword) Basics: Growth, Innovation, and Transformation

Back to (Buzzword) Basics: Growth, Innovation, and Transformation

by | Sep 2, 2020 | Innovation

“When people hear ‘Innovation’ they think of shiny new objects.  So, we don’t really use that word anymore.  Now we talk about growth.”

My friend, a VP of Innovation Growth at a large media and entertainment company summed up the state of “innovation” pretty well with that comment.

“Innovation” has become a meaningless buzzword and, after decades of failed investments and initiatives, corporate executives have grown tired of its theatrics and empty promises.

I don’t blame them one bit.

But swapping out one word for another simply because it has less baggage is not the answer.

It’s like putting a Rolls Royce hood ornament on a Kia and trying to sell it for $80,000.  It just doesn’t work.

 

Let’s get back to (buzzword) basics.

Here’s a break down of Growth, Innovation, and the latest addition to the buzzword pantheon, Transformation.

GROWTH

  • Buzzword-iness: 🙄
  • What it is: Improving some measure of a business’ success, usually by increasing the top line (revenue) or bottom line (profit)
  • Why it is important: Growth is how you stay in business, especially in competitive markets
  • When to do it: Always

INNOVATION

  • Buzzword-iness: 🙄 🙄 🙄
  • What it is: Something different that creates value, a key driver of growth
  • Why it is important: Innovation is how to stay competitive, either by copying competitors or improving internal processes (“different” is relative to your company’s status quo), or by creating or doing something new.
  • When to do it: Always and ideally before you are confronted with a burning platform because that is when the resources required for successful innovation (time, money, people, and patience) are in the shortest supply.

TRANSFORMATION

  • Buzzword-iness: 🙄 🙄
  • What it is: Profound or radical change that dramatically reorients the purposes, processes, structures, and practices or an organization.
    • Often confused with:
      • Turnaround: Positive and sustained reversal of negative conditions while maintaining or only incrementally changing the organization’s purpose, processes, structures, and practices
      • Digital Transformation: Use of digital technology to solve problems usually requiring the transformation of processes from non-digital or manual to digital
    • Why it is important: Transformation is how the organization stays in viable for the long-term (e.g. decades or centuries)
    • When to do it: Transformation is required when it becomes clear that the organization’s current business model (i.e. how it creates, captures, and delivers value) will eventually cease to generate value due to fundamental shifts in the market, technology, customer preferences and behaviors, and/or competitive forces

 

The Basic Bottom-line

Growth is required for organizations to stay viable.  There are a variety of ways to achieve growth including, but not limited to, selling existing offerings to new customers, selling new things to existing customers, and reducing costs.

Innovation is one of the ways that organizations can grow and is most effective when it is used strategically and consistently.

Transformation is required when the likelihood of long-term growth diminishes and the only way to remain a viable entity is to radically and fundamentally change the nature of the organization.

 

Now that we’ve got the right hood ornaments (definitions) on the right cars (words), I hope that my friend can keep working on innovation and avoids operational efficiency efforts.  After all, as a VP of Growth, both could reasonably fall under her mandate.

 

Buzzword-iness Scale:

🙄 (1 eye roll): Relates to an essential topic but is probably overused and/or used in a way that is so ambiguous as to elicit sighs, knowing glances, or eye rolls.

🙄 🙄 (2 eye rolls): Appears with greater frequency in the business press and consultant presentations; lots of senior executives and consultants use the term but no one can quickly or concisely define it or explain why it’s important.

🙄 🙄 🙄 (3 eye rolls): Inescapable and meaningless but has been used for so long that we’re stuck with it; lots of people use the term, everyone has their own definition, most can explain why it’s important, few have successfully done it.

 

The Innovator has No Clothes: Innovation’s 3 Great Lies

The Innovator has No Clothes: Innovation’s 3 Great Lies

by | Aug 26, 2020 | Innovation

I love stories.  When I was a kid, my parents would literally give me a book and leave me places while they ran errands.  They knew that, as long as I was reading, I wouldn’t be moved.

But there was one story I hated – The Emperor’s New Clothes

I hated it because it made absolutely no sense.  It was a story of adults being stupid and a kid being smart, and, to a (reasonably) well-behaved kid, it was absolutely unbelievable.

No adult would try to sell something that doesn’t exist, like the clothiers did with the cloth.  No adult would say they could see something they couldn’t, like the Emperor and the townspeople did.  Adults, after all, don’t play at imagination.

As a kid, this story seemed completely wild and unrealistic.

As an adult, this story is so true that it hurts.

The truth of this story touches so many things and innovation is at the top of the list.

I’ve spent my career working in innovation working within large companies and as an advisor to them.  I know what executives, like the emperor, request. I’ve said what the consultants say to sell their wares.  I believed all of it.

Now I need to be the kid and point out some of the lies, as I see them.

 

Lie #1: Companies can disrupt themselves
Truth #1: Companies can but they won’t

There are lots of reasons why companies won’t and don’t disrupt themselves but, in my experience, there is one reason that trumps them all: It’s not in anyone’s interest.

In most companies, there is not one single person, including the CEO, who has a vested interest (i.e. is incentivized) in taking the time and allocating the resources required to disrupt the current busines.

In most companies, however, there are lots of people who have a vested interest (i.e. make lots of money) in delivering on quarterly or annual KPIs.

Disruption takes time.  It took more than 20 years for the hard disk drive industry, the focus of Clayton Christensen’s doctoral research and the basis of the theory of Disruptive Innovation, to be disrupted.  Even in today’s faster-paced world, it’s hard to find an industry that, in a span of 5-10 years, ceased to exist as a result of disruptive innovation.

Companies have the resources to disrupt themselves.  But executives don’t have the incentive.

 

Lie #2: If companies act like VCs, they’ll successfully innovate
Truth #2: If companies act like VCs, they’ll go bankrupt

OK, this one is more false than true.

Companies need to engage in multiple types of innovation:

  • Improving their core
  • Moving into adjacent markets by serving new customers or offering something new or making money in new ways or using new process, resources, and activities
  • Creating something breakthrough that changes the basis of competition

Companies should only “act like VCs” when dealing with breakthrough innovations.

VCs are purpose-built to be financially successful in environments where there are more unknowns than knowns.  This is why the central tenant of acting like a VC is adopting a portfolio approach and making little bets in lots of companies.  When large companies who take this approach to breakthrough innovations, they, like VCs, invest in lots of initiatives thus increasing the odds of investing in a winner.

However, companies that “act like VCs” when it comes to their entire innovation portfolio simply dilute their resources, investing too little in too many things and ultimately decreasing their already low odds of innovation success.

This is because when engaging in core and adjacent innovation, the bulk of innovation pursued by large companies, the knowns typically equal or outweigh the unknowns.  As a result, it makes more sense to NOT act like a VC and make medium to large bets in a few initiatives, enabling companies to rapidly launch and scale their core and adjacent innovation initiatives.

 

Lie #3: We can pivot our way to success
Truth #3: If you’re not solving a problem, no amount of pivoting will bring success

The fact that the emperor and all the townspeople believed the emperor was wearing clothes didn’t make it true.

And no amount of “pivoting” – it’s not silk, it’s wool!  It’s not green, it’s blue! – was going to make it true.

The same can be said for innovation.

If the innovation isn’t solving a problem, there is no market.  Shifting from a product to a service, won’t change that.  Nor will changing from a transaction-based model to a subscription model.

Pivoting is how you fit a square peg into a round hole.  It’s not how you create a hole for your square peg.

 

Of course, it’s easy to come up with one, or two, or maybe even three examples of the lie being true.  It is those one, or two, or even three examples that are trotted out in every speech, book, article, and consulting pitch to convince us to believe.  But the reality is that the exceptions, in this case, prove the rule.

After all, the emperor wasn’t completely naked.  He was wearing a crown. 

But that doesn’t make the lack of clothes any less embarrassing.

The Radical Power of Listening and How to Harness It.

The Radical Power of Listening and How to Harness It.

by | Aug 26, 2020 | Customer Centricity, Tips, Tricks, & Tools

“When you say, ‘uh-huh’ over and over like that, I can tell you’re not listening to me.”

Me, age 7, to my mom

 

It doesn’t take a lot of experience to know when someone isn’t listening.  From a young age, we can tell when someone is listening and when they’re simply responding.

When we’re with the person, we notice the lack of eye contact or the blankness in their eyes showing us where their thoughts are actually at. When we’re on the phone, we hear the repetitive and monotone mumbles that tell us they’re attention is elsewhere.

Yet often, what we want most is simply to be listened to.

This is true in our personal relationships and in our relationships with the businesses and organizations we support.  We want people and businesses to listen to our opinions, to understand them, and to thoughtfully respond to them.

Instead, people and businesses simply “hear” us.

 

There’s a big difference between listening and hearing

According to the Oxford University Press, hearing is “the faculty of perceiving sounds” while listening is “give one’s attention to a sound” and “take notice of and act on what someone says.”

As I explain to my clients, surveys, focus groups, and even in-depth qualitative research is often a Hearing exercise – the company develops a list of questions, asks their customers to answer the questions, then tabulates the answers and passes them along to whoever needs them.

This is a transaction.  An exchange of information.  It is not listening.

Listening requires engagement.  It happens during EPIC conversations, those typified by empathy, perspective, insights, and connection.

Listening accelerates innovation and drives transformation.  When we’re listening, we’re learning new information and discovering new insights, which enables companies to create and act differently, differentiating themselves from the competition and ultimately gaining an advantage.

 

Listening takes practice but here are 5 simple steps to help you get started:
  1. Drop the agenda – Before you have a conversation within someone, identify the 1-3 things you need to learn and leave space for at least 1 surprise. If you go into a conversation with an agenda or a long list of questions, you’re only going to hear what you want to hear because your mind is primed to seek confirmation for your opinions and to reject anything counter to what you’re hoping to hear.
  2. Follow where they lead – During the conversation, don’t worry about trying to steer the conversation or “keep things on track.” If you only need to learn 3 things in the conversation and you have 30 minutes or an hour, you have plenty of time for tangents, stories, and random connections.  This is where the surprises and the insights come from.
  3. Ask Why – Channel your inner two-year-old (or Toyota Production employee) and ask “Why” multiple times. When you ask “Why” you get personal, surprising answers that point to the motivations behind people’s choices and actions.  When you ask “What” you get rational, expected, even obvious answers that you, and your competitors, have heard before.
  4. Say as little as possible – Follow the 80/20 rule and spend 80% of your time listening. When you ask a question, don’t go into a long pre-amble about why you’re asking it or follow it with a long list of options or examples.  Simply ask the question and the answer will come.
  5. Let the silence work for you – After you ask a question, start counting silently in your head. Before you get to 8, the person you’re listening to will start talking.  Silence makes people uncomfortable but it’s also when the brain goes into exploration and discovery mode.  And the longer the silence goes on, the faster the brain works to come up with something to fill it.  So, stay quiet and let the brain work!

 

Whether you’re talking to a customer, a colleague, or a friend, you’re talking to someone who wants you to listen, to hear and understand what they are saying.  These 5 tips will help you do that and, if done well, discover something wonderful and unexpected with the power to transform.

Originally published on April 20, 2020 on Forbes.com

Confessions of a Customer Research Hypocrite

Confessions of a Customer Research Hypocrite

by | Aug 6, 2020 | Customer Centricity

If you’re innovating without involving your customers, you’re wasting time and money.

I believe this so deeply that I require all of my clients to spend time talking with and listening to their customers at least once during our work together.  Investing in customer research, I explain, is the single smartest and best investment that any business can make.  Just 5 or 10 customer conversations can dramatically alter the course of an initiative, positioning it for incredible success or killing it before too much time, energy, and money is wasted.

Understanding your customers, especially through Jobs to be Done, is the hill I will die on.

But I actively resist doing this for my business.

The idea of interviewing my customers, or investing to understand their Jobs to be Done, or altering aspects of my business based on their feedback triggers a cold sweat and a very real flight response.

So why is my business different? (It’s not)

Why am I such a customer research hypocrite?

Here are the thoughts that run through my head when I consider talking to my own customers:

  • I’m supposed to be the expert in this, what if they tell me something I haven’t thought of?
  • What if my customers say they don’t like or want what I’m doing and would like or want something I’m not?
  • What if I do try something new and it fails?

It is SO much easier, and it feels so much safer, to keep doing what I’m doing because it’s what I’ve always done and it’s what bigger and more “successful” firms do.

 

I suspect that I’m not the only one with these thoughts.

Over the years, I’ve spoken with lots of corporate innovators who proposed customer research only to be told, “We already know what we need to know” or “we did research a few years ago, let’s just use that,” or “sure, but we don’t have the resources right now so check back next quarter.”

These reasons make sense.  On the surface.

We all know that getting feedback is key to keeping customers and it’s cheaper to keep a customer than acquire a new one.  We’ve heard AG Lafley, P&G’s former CEO, proclaim “the consumer is boss.”  We understand that when Steve Jobs said he didn’t do customer research it was because he and his inner circle were the customers they designed for and the rest of us would catch-up.

So we come up with reasons why something else (waiting, referring to old data) is a better option.  We decide with our hearts (emotions) and justify with our heads.  We give logical reasons – we already know this, we’ve already done this, we can’t do this now – so that we don’t have to confess the emotional reasons – fear, discomfort, insecurity – for refusing to do something that seems like common (business) sense.

 

How do we overcome these emotional barriers? 
How do we overcome the fear and take action?

Here’s what I’m doing:

  1. Remember “Will the Real You Please Stand Up?” the great poem my dad gave me – “If you move with the crowd, you’ll get no further than the crowd.  When 40 million people believe in a dumb idea, it’s still a dumb idea.  Simply swimming with the tide leaves you nowhere.”
  2. Find my big-girl pants. Put them on.
  3. Take a deep breath
  4. Write down what I want to learn, especially if it scares me
  5. Find someone to help me do the research or, better yet, do it for me so I can avoid the emotion and engage in the insights
  6. Do the research
  7. Listen to and be curious about the results (if I’m defensive, I will not benefit)
  8. Create an action plan and get moving

 

Honestly, I’m on step 4 and really not looking forward to 5, 6, and 7 but I know that, when this is all done, my business and I will be better off.

At the very least, I will no longer be a hypocrite.