Writing weekly articles is not easy and, I’ll admit, sometimes I just mail it in. That was pretty much my plan for December because, as I convinced myself, “no one has time to read anything this time of year.”
I drew up a list of lists. You know the ones, the lists of this year’s top whatevers. One of the lists on my list was “Top Innovations of 2019” but, when I sat down to write it, my mind went blank.
Undeterred, I decided to tap into the wisdom of the crowd and post a request on Help A Reporter Out (HARO).
That’s when things got interesting…
Here’s what I posted:
2019’s Best Innovations
What products or services came onto the market in 2019 and changed your life? Why was this so life-changing? What, if anything, did it replace?
Only complete responses please (i.e. NO “if this is of interest to you, please call me)
Please include in your submission:
1. Answers to the 3 questions above
2. How you would like to be credited (name, title, company)
3. ONE link that should be affiliated with your post (e.g. company website, LinkedIn profile, Twitter handle)
I received 32 responses within 8 hours!
An excellent start to my plan to not write an article.
Then, I started reading through the responses.
Here’s what I learned:
There is a lot of innovation happening in the adult personal care space. From camel-toe proof athletic underwear, to all sorts of menstruation products, to personal pleasure products, there is A LOT happening below the waistline. And I don’t want to write about it. Sorry.
Posting on HARO is a great way to get free stuff. Most of the promotional pitches offered to send me their products so I could try them out. It’s a nice gesture but claiming the SWAG seemed dishonest and, especially with regards to the types of innovations mentioned above, Thank You but No.
Be very clear about all the things you don’t want when asking for input. I clearly stated that I didn’t want a bunch of cliff-hanger responses, but it never occurred to me that I would have to say no promotional pitches. And no products that I can’t walk to my parents about.
That last lesson doesn’t just apply to requesting pitches for an article, it applies to essentially every aspect of a business, especially innovation.
Innovation thrives within constraints.
When entrepreneurs start companies, they face very real constraints — not enough time and money, no easy access to the talent and capabilities they need. Yet when intrapreneurs start innovation projects, they’re told that “the sky is the limit” or “do what you think is right and we’ll support you.”
Those are lies and they waste massive amounts of time, energy, and goodwill.
Instead, corporate leaders and innovators need to be clear about everything they DO NOT want. Many of my clients have constraints around the size of business they want (businesses more than $XM in revenue), minimum profit margin, target geographies and/or populations, and even acceptable revenue models.
By establishing constraints, leaders create the environment required for innovators to be creative and successful.
Without constraints, teams may find real problems and develop great solutions but come back with something that the company will never support. Like a medical device company with an innovation team that designed an app-controlled wearable vibrator*
Amongst the many pitches, however, there were stories from people who found innovations that solved problems and created value. You can read all about them here.
*Not a real story but, as I learned from reading the pitches, a real product
The time when we look back and take stock, and look forward and plan. So, it is in that spirit that I offer you my completely subjective list of the top 5 innovators of 2019.
Here’s the “criteria” for making the list:
Received media coverage (including traditional media, blogs, newsletters) BUT not so much that they’re amongst the “usual suspects” (e.g. FAANG CEOs)
Did, or currently doing, something different that creates value (i.e. innovation)
Exemplified the characteristics of an innovator including, but not limited to, courage, creativity, customer-centricity, perseverance, humility, and humor.
Without further ado, here’s my Top 5 Innovators:
Corie Barry, CEO of Best Buy
for exemplifying resilience and loyalty throughout her career
According to this fascinating Fortune article, early in her career, Corie Barry received a performance review that labeled her as a “risk to the organization.” Most people would take that as a sign that their days were numbered but Barry looked for the “nugget of truth” that contained the “things I need to work on” and “buckled down,” even creating her own development plan.
In 2012, when Best Buy seemed to be on its death bed, Barry buckled down again, choosing to stay with the retailer.
“If your purpose is stewardship, and leaving when things are bad is the ultimate crime,” she recalled.
Her perseverance, resilience, and loyalty paid off when, in June, she was named CEO of Best Buy and, at 44, the youngest female CEO in the Fortune 500. In September, she laid out a plan to Wall Street to grow her new charge from $43B in revenue to $50B by 2025.
That type of growth may seem like a long shot given all the talk of a “retail apocalypse,” but if her past is any indication, I wouldn’t doubt her for a second
Alex West Steinman, Bethany Iverson, Liz Geil, and Errin Farrell, Co-Founders of The Coven
for bringing inclusivity and diversity to a place where it’s not often found
I grew up in the Midwest (Cleveland, to be specific) and while I will be eternally grateful for that fact and will defend my Ohio roots (and sports teams) to the day I die, I will also be the first to admit that it’s not perfect.
And one of the Midwest’s many imperfections is it’s utter lack of diversity. That’s why Alex West Steinman makes this list.
In 2017, along with three other co-founders, Alex founded The Coven, a co-working space in Minneapolis. But The Coven is more than a local WeWork, it’s mission is to “economically empower women by providing safe, accessible space for personal and professional transformation.”
The Coven’s business model reflects its mission — for every 5 memberships purchased, the business gives one to a member of the community that couldn’t afford it, “prioritizing people of color, folks from the LGBTQ community, those who are differently abled, immigrants, and veterans.”
Now boasting 2 locations, 600+ members (including 140 at no cost), The Coven is making important progress in bringing diversity and inclusivity to innovation, entrepreneurship, and its Midwest community
Marcela Sappone and Jessica Beck, Co-founders of Hello Alfred
for the courage to go against the grain and do the right thing
Hardly a week passes when we don’t hear of the legal, economic, and ethical problems of the giants of the Sharing Economy choosing to designate their labor forces as contractors instead of employees.
Every company except for one.
When Marcel Sappone and Jessica Beck founded Hello Alfred while getting their MBAs at Harvard Business School, they were the Alfreds — running errands, doing odd-jobs, and responding to requests at all hours of the day and night. And when they had proof of concept, they began to design a sustainable and scalable business model. One with W2 employees.
Yes, they met resistance from investors, even being turned down by some because of their choice but they remained committed to their model because they believed that the success of their business required relationships, not just transactions,
“There should not be a disconnect between the success of a company and the success of its workers. We believe treating our employees as our primary customer is how we can best satisfy our end users.”
Sappone lays out the full argument in this 2015 Quartz article and the benefit of her stick-to-it-tiveness is undeniable. Now in 20+ cities and with 200+ employees, Hello Alfred raised a $40M Series B round in 2018, giving it the highest valuation in its competitive set (e.g. Task Rabbit and Nextdoor)
Jean Brownhill, Co-founder of Sweeten
for solving two problems with one solution
For two years, we’ve need to repaint our house. We originally contacted the painter who painted the house when it was built in 2013. One year and no progress but lots of sketchy stories later, we gave up and called a 2nd painter. He looked over the job and called us back to say he wasn’t comfortable doing it because he was friends with the original painter. He referred us to a 3rd painter who also came to scope the work, only to engage in absurdly belligerent text messaging when trying to nail down the logistics of the job. We talked to a 4th painter in summer 2019 and he agreed to do the work in spring 2020.
Because of this experience, and far too many others like it, Jean Brownhill and the company she founded, Sweeten, are on my list of 2019 Faves.
An architect by training, Brownhill founded the company after her own frustrating experience with a contractor. The concept was simple — Sweeten would match home owners with renovation projects to vetted general contractors and would take care of all of the back-office work that customer service, documentation, and marketing.
Sweeten’s projects have grown from an average of $2000 to over $100,000 in the past eight years and the company now boasts $1B in construction business and 1,5000 vetted contractors in it’s pipeline, according to an article in Architectural Digest.
This success has led to the creation of Sweeten Accelerator for Women (SAW) and initiative to actively recruit female general contractors into the platform and redesign the matching algorithm to allow home owners to select the gender of their contractors.
In an industry in which women comprise only 3% of the workforce and make $0.91 cents on the dollar compared to their male counterparts (interestingly, one of the smallest gender pay gaps of any industry), the effort simply makes sense,
“A shift in the professional paradigm for general contractors would mean more opportunities for women to enjoy business ownership and greater wealth, and would diversify the client experience in important ways.”
Angela Ahrendts, former SVP retail at Apple
for following her heart
Much has been written about Angela Ahrendts — her childhood in Indiana, her education at Ball State, her early career in fashion in NYC through to her triumphant reign as CEO of Burberry, and her “shocking” move to tech when she joined Apple.
Yes, it is all amazing.
So was her decision to walk away from her role at Apple, where she was the company’s highest paid exec, earning 2x the salary of the CEO, and the company’s only female SVP. She walked away without apology or explanation.
Testament to the fact that, sometimes, leaving something is just as powerful and inspiring as starting something.
A few weeks ago, I published a piece in Forbes with tips on how to learn from your toughest customers.
During most of the year, these “customers” tend to the people buying our products or using our services — people who don’t understand why our products or services cost so much, are so difficult to understand, or why they should choose them over other options.
During the holidays, though, these people tend to be our family members — people who don’t understand why we moved so far from home, don’t call or visit more often, or why we support a certain political party, politician, or cause.
Luckily, the same techniques we use to understand our business’ customers and craft solutions that help them solve their problems or achieve the progress they seek (their Jobs to be Done, according to Harvard Business Professor Clayton Christensen), can also be used to keep the peace at your next family gathering.
Here are some Customer Research Do’s and Don’ts to help you navigate your next visit with family:
1.DO establish the topic of conversation. DON’T lead with your opinion: When you start an in-depth qualitative interview with a customer, you don’t start the conversation with “I think what we do is awesome and that you’re a horrible person if you don’t agree with me.” You start with, “Thank you for taking the time to speak with me today. I’m very excited to hear your opinions about my business.”
We all know you’re not excited to hear Uncle Lenny’s opinion on gun control but starting the conversation with your opinion isn’t going to help things. So, when Uncle Lenny brings up the topic, simply acknowledge the topic and ask if others are interested in having the conversation. Who knows, maybe Aunt Jenny will shut the conversation down before it gets started.
2.DO listen more than you talk. DON’T try to win the argument. The purpose of customer interviews is to learn from your customer, not to convince them to do something. That’s why you try to talk only 20% of the time and listen 80%.
When Uncle Lenny, undeterred by Aunt Jenny’s pleas to move on, continues to expound on why he believes what he believes about gun control, don’t try to drown him out, overwhelm him with data, or win him over to your side. Instead, listen to what he has to say, ask open-ended questions, and, every so often, chime in with your point of view.
3.DO be curious. DON’T make assumptions. During customer interviews, you don’t take things at face value. When a customer says something is easy, you ask what makes it easy. When as customer says they want something to be more convenient, you ask what “more convenient” would look like. You don’t assume you know what the customer means, you ask.
When Grandpa Joe says that anyone who believes (fill in the topic) is a (fill in the negative stereotype), don’t assume that he’s talking about you. Ask why he thinks that people who believe X are Y. Maybe he’s never met anyone who believes X and is simply repeating something he heard. As a result, he may be surprised that the family member he loves who doesn’t fit the stereotype does believe X. Maybe he HAS met someone who believes X and they do fit the stereotype. Then you can remind him that 1 person doesn’t represent everyone in a group and that while yes, that person may not be his cup of tea, there are other people (like you) who are.
4.DO share your opinions. DON’T be dogmatic about it. In the rare instance when a customer starts to assert patently false things — a company has satanic roots, a product kills pets, an executive committed a crime — it’s your responsibility to speak-up and correct the falsehood. When you correct a customer, you don’t stand up and shout in their face, you speak slowly and calmly, gently acknowledging their opinion before sharing the facts, and you do this only a few times before moving on to the next topic.
When Grandpa Joe refuses to relent on his “anyone who believes X is a Y” stance, you have every right to disagree but doing it with the same absolute language and heated emotions isn’t going to change his mind. Instead, consider framing your opinion as a question, “Grandpa, what if I believe X. What would you think then?” If he persists, then gently explain that you hear him, respectfully disagree with him, and believe X for the following reasons.
5.DO know your limits. DON’T be afraid to leave when they’ve been reached. Customer interviews have a time limit and, no matter how chatty, interesting, or charming your customer is, you end the conversation when the time limit has been reached. Maybe you schedule time for a follow-up conversation but more often than not, you thank them for their time, hand them their check, and show them out the door.
Family time also has a limit. When you reach the limit of your patience, energy, civility, or sanity, thank everyone for their time and show yourself out the door. Yes, you may miss out on Grandma’s pie or your sibling’s vacation photos, but that’s a small price to pay for keeping the peace. And you can always schedule time late for conversations with select family members.
In closing
Talking to customers isn’t easy. Neither is talking to your family. But by using the same techniques you use to understand and empathize with your customers, you can navigate the minefields of family gatherings, maintain your sanity, and maybe even make it to dessert.
“They put their modems in filing cabinet drawers! Can you believe it?!?!”
The crowd roared with laughter. I closed my eyes and started to breathe deeply. Mainly so I wouldn’t throw my chair at the speaker.
The speaker was an industry icon. The gentleman was responsible for many of the cable and telecommunications inventions that we take for granted. After regaling us with stories from the past, the type of adventures one can only have when an industry is still small and scrappy, he was asked about the future.
He talked about ambitious plans to make it easier for people to age at home — everything from connected devices to modular accessibility tools to building code changes. It was while speaking about that last ambition that he made the comment about modem placement. And, in return, a room full of engineers laughed, shook their heads and wondered how consumers could be so stupid.
Your customers are not stupid.
Yes, customers do a lot of unexpected things. But that doesn’t mean they’re stupid.
They’re doing unexpectedly and seemingly stupid things for a reason.
Maybe the modem is a drawer because it’s ugly and ruins the aesthetic of the room.
Maybe the modem’s constant hum irritates the people in the room, distracting them from the work they’re trying to do.
Maybe the modem’s blinking lights keep people awake or make it harder for them to sleep.
There are lots of reasons why modems are in drawers and very few of them have to do with the IQ of the modem’s owner.
You are being lazy
Yes, there is something that can’t be modified to be easier or more intuitive to use but those things are not nearly as numerous as we think.
Cars had to be big to be safe. Until the Japanese made small safe cars
Computers had to be screens in beige boxes next to beige towers. Until Apple made a teardrop-shaped desktop computer in 5 colors
Can-openers and carrot peelers used to be metal tools that required strength and a bit of courage to operate. Until OXO made them more ergonomic.
Saying, “Modems simply have to be black with loud fans and lots of blinky lights, and they must be kept out in the open,” is, at best, lazy and unimaginative and, at worst, profoundly arrogant.
3 steps to stop being lazy and start being smart
1. Ask your customers WHY they’re doing what they’re doing. Actually, go TALK to your customers and ask them why they’re putting their modems in drawers. Do not hide behind a survey — you can’t possibly know all the reasons why so forcing your customers to pick from a list you created or fill in an empty text box will only get you the answers you expect. If you want the truth, go talk to the humans that are buying and using your products
2. Shut-up and LISTEN. After you’ve asked why, stop talking. Don’t suggest possible reasons, thus biasing their answers. Don’t try to take the blame by asking if your design is too complicated or the print in the instruction manual is too small. Just ask the question and listen. If there is silence, wait patiently. Your customers will start talking and, when that happens, you’re likely to learn something.
3. Make changes based on what you heard. Once you’ve heard the answer to “Why?” do not try to convince the customer that their reasoning is wrong and explain to them why they should do things differently. Once you understand their Why, say “Thank You,” and go back to the lab or the office or the drawing board and start solving the problem
The modem is ugly. Can we change its shape, size, or color so that it blends in or stands out in a really cool way that transforms it into a status symbol (cough, white Apple earbuds, cough)?
The modem is loud. How can we reduce fan speed or improve soundproofing?
The blinky lights are keeping people awake at night. How can we eliminate the lights or reduce the number or change the color or change the placement?
Your customers aren’t stupid.
They’re giving you an opportunity to be smart
Take it.
Originally published (with some minor editorial tweaks) in Forbes as “How To Get Smart About Why Your Customers Do Confusing Things”
Do you want a job that offers some sort of stability without the soul-sucking repetition you equate with a 9–5 job? Maybe you want the intellectual challenge, problem-solving rush, and “we beat the odds” euphoria of doing the impossible AND to stay in a certain city or just have a steady paycheck and benefits for a few years.
Then you, my friend, should be an Intrapreneur.
A career in innovation is not for the faint of heart. While start-ups and entrepreneurs get all the press, intrapreneurs ride a similar roller-coaster of uncertainty.
According to research conducted by Innovation Leader, the average tenure of executives in innovation specific roles is 4.4 years. Tenures get are a bit longer for VPs (5.4 year) and a bit shorter for Manager (3.3 years).
This data is consistent with my decades of experience working with corporate innovators, also known as intrapreneurs.
Year 1, senior executives jump on the innovation bandwagon and create lots of activities (shark tanks, ideation sessions), establish innovation and corporate venture capital (CVC) teams, and proclaim their commitment to innovation loudly and broadly.
Year 2, the fanfare dies down, the events have become memories, and the teams are hard at work generating opportunities and testing new businesses.
Year 3, the $500M silver bullet has yet to manifest, the company has yet to be described as the “Apple of [industry],” and the attention and investment once dedicated to innovation gets re-routed to the core business.
Year 4, it’s back to business as usual.
But for those brave souls who, like me and like my clients, decide to strap in and ride the ride…Welcome! Here are 4 tips to help you have the best and safest possible corporate innovation career
1. Build Your Internal Network
Yes, you need to keep your finger on the pulse of all that is new and happening in the market and the best way to do that is by building and maintain your external network of advisors, experts, and thought leaders.
But, as an intrapreneur, you also need to keep your finger on the pulse of all that is new and happening in your company. Invest time in building relationships outside of your immediate team. Reach out across functions and business units to meet people, build trust, and share ideas. Over time, these connections will become the advocates and sponsors you need to break through organizational barriers, sources of vital information about evolving corporate priorities, and even guides to new roles in the (highly likely) event that your innovation group gets “wound down.”
2. Show off transferrable skills
It’s easy to get pegged as the “Innovation Person” in the group. The person who gets called in when a team wants to “be creative” or faces a particularly difficult problem that requires “thinking differently.” There’s nothing wrong with being the Go To resource for these things but it makes you very expendable when the organization decides that it needs to “get back to its roots” and “return to what made us successful.”
Instead, identify and share the skills that are at the heart of what makes you great at innovation, the skills that create value. Perhaps you’re able to talk to a customer for 30 minutes and learn things never before conceived by R&D, offer to do that for another team or teach others your skills. Perhaps you’re able to simplify and communicate the most complex topics, offer to help someone with their presentation.
Sharing the skills that make you a great innovator and showing others how to apply them in their “not innovative” jobs not only helps establish a culture of innovation, it establishes you as an essential resource no matter where innovation falls on the priority list.
3. Don’t go Stealth
It’s tempting for intrapreneurs, like entrepreneurs, to work in Stealth Mode. I’ve heard lots of reasons for this:
We don’t have results yet
Management should stay focused on the core because we need the money made there to fund our work
If they don’t know what we’re doing, they can’t stop us.
This thinking is fundamentally flawed. Not only is “out of sight, out of mind” a very real thing in companies, it ignores the essential fact that start-ups in Stealth Mode are “hiding” from the market, not their investors.
Intrapreneurs need to stay on management’s radar screens. They need to generate and communicate results, even if it’s primarily learnings, on a regular basis. They need to consistently prove to management that they are as important to the short- and long-term prospects of the company as existing businesses.
The best evidence of a manager’s priorities are the appointments on her calendar. If you’re not on there, you’re not a priority.
4. Channel your inner Gambler
For an intrapreneur, there is no better advice than the following:
You’ve got to know when to hold ‘em
Know when to fold ‘em
Know when to walk away
And know when to run
Change is hard for everyone and it always takes longer than you think it should. It’s normal to feel frustrated. The key is to know when your frustration has evolved to cynicism and, even worse, burn-out.
Take breaks. Whether it’s a night off, a weekend away, a two weeks’ vacation, or a several month sabbatical. Step away from the table, unplug the devices, and rest. After all,
“Every gambler knows
That the secret to survivin’
Is knowin’ what to throw away
And knowin’ what to keep.”
In closing
Even though Innovation should be viewed as a discipline, on par with Marketing and Finance, in terms of corporate capabilities and operations, that’s unlikely to happen any time soon. Until that day comes, corporate innovation will remain a roller coaster that only the bravest dare to ride. Hopefully, these tips make that ride longer than just a few years.
