John Todor
John Todor
John I. Todor, Ph.D. is the Managing Partner of the MindShift Innovation, a firm that helps executives confront the volatility and complexity of the marketplace. We engage executives in a process that tackles two critical challenges: envisioning new possibilities for creating and delivering value to customers and, fostering employee engagement in the innovation and alignment of business practices to deliver on the new possibilities. Follow me on Twitter @johntodor
Stress, Employees and Derived Value
Peak stress hormones of working moms equal to soldiers going into battle. An ABC special on stress reported that moms' stress levels peaked when...
How the Customer Experience Fuels Desire and the Marketplace
"More people would give up sex before they'd give up coffee." That's according to Taylor Clark author of the new book, Starbucked: A Double Tall...
The Problem With Scenario Mapping the Customer Experience
Well, actually there is no problem with scenario mapping as a way to improve the customer experience. That is, unless you start without a...
Intrusion, Engagement, Trust and Conversion
We love statistics—especially if they agree with our perspective. As a statistics professor of mine was fond of saying, "statistics will admit to anything...
Social Media: Participation Required
Wouldn't it be nice if someone in Linkedin contacted you because your profile intrigued them and they thought there was mutual value in getting...
How Design Emotionally Fuels the Customer Experience
If you are interested in the customer experience you must get the latest issue of Fast Company (October, 2007) and read the article "All...
Marketing Wake Up! The Truth Is Good Enough
The transparency and openness of the Internet and the growing voice of the customer in social media are disruptive to traditional marketing. Apparently, many...
Social Media and Customer Relationships
Social media is a double-edged sword for customer relationships. Customer-generated content, peer reviews and social networks are playing an increased role in helping consumers...
Aligning Services With What Customers’ Value
Real estate may be all about location, location, location, but most rental apartment listings offer very little on this critical point. Hubbuzz.com is changing...
Net Promoter Score–the Ultimate Question?
There is a heated debate as to whether the question underlying the Net Promoter Score is the ultimate question. As an ex-academic, I find...
Customer in Control or Out of Control?
These days customers face a world of abundance and overwhelming choice of most products and services. Many say that this puts customers in control. I...
Social Media Is Not Just for Kids
Peer reviews and other forms of social media have exploded on the scene in many markets. And, it is not just the under 30...
Bank of America–a Break From Milking Customers?
I recently learned about an online and in-branch campaign by Bank of America called "A little knowledge is a powerful thing." The idea is...
The Trusted Advisors to Small Businesses
What is the status of the relationships Professional Services have with their small business clients? Not very strong according a new report by...
Co-Creation of a Hospital and the Customer Experience
I recently had an opportunity to visit the new Alberta Children's Hospital in Calgary, Canada and was very impressed. It all started with an...
The Evolution of Customer-to-Customer Relationships
A number of us have been blogging about the trust levels consumers seen in Customer Generated Reviews. I just came across TradeKing, online broker...
Co-Creation of the Fiat 500
C.K. Prahalad should still see it as a shining example of company and customer co-operation, collaboration and co-creation. And, it doesn't look like it...
The Facts on Word of Mouth
Word of Mouth is important to business—right? But just how important? McKinsey & Company says it drives two-third of industries. The London School of Economics…
Do Customers Care About Your Green-ness?
Al Gore, Social Responsibility, and Customer Experiences What do these three have in common? The first two are fairly obvious. Gore's documentary, An Inconvenient Truth,...
The Power of Customer-Generated Reviews
The series of postings on this site by Vandana Ahuja piqued my interest in customer generated media. She made the point that more and...