Gregg Fraley

Improving Customer Service at United Airlines Requires a Paradigm Shift and Recognizing They Have a Problem Creative Training Would Have Helped 10 Things United Airlines Might Have Done (see below) Once again we have an incident of extremely poor customer service from a major airline. This time it’s United (as it is frequently) who dragged a paying customer off a flight by force. A doctor on a deadline. Incidentally, an Asian man. The video is very hard to watch, it’s sad, degrading, humiliating for the passenger, and an example of brutality visited upon an innocent and trusting consumer. The cops went too far as well, but United made the call and got them involved. United is responsible. Other than beating

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Qualitative Consumer Verbatims Lead Directly to New and Improved Ideas Disruptive Innovation Requires Reframing of Consumer Words and Need States Working with Fortune 1000 companies I’ve found cultures rich in respect for qualitative research. The term “Focus Groups” really doesn’t do the method justice, it’s more sophisticated than that.  Smaller companies often do qualitative to, usually less formally, and often poorly, but sometimes brilliantly. Listening to consumers is a skill any entrepreneur or innovator can cultivate. The trap is thinking that consumer words, aka insights, are great launching pads or problem frames for ideation. They’re not bad, but they rarely lead to disruptive innovation. As a qual friend said to me, “here are big “I” insights and small “i” insights.”

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Why a Hostile Immigration Policy is Stupid Who remembers George Gilder? He’s a relevant person to recall at this moment in time. George Gilder said in 1995: “Without immigration over the last 50 years, I would estimate that U.S. real living standards would be at least 40% lower.” He could be wrong with that figure. It might be more than 40%. He said that in 1995. Readers who would prefer I stay out of political posts please understand this is a post about Innovation. I’m not going to comment on the moral, legal, or overtly political aspects of the new immigration policy. I will say that the new policy is hostile, at the very least in terms of how it’s

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A brief post to make sure you know about the upcoming Denver, CO public course in Advanced Innovation Facilitation.  This is a high value training. It’s partially sponsored so the price is much lower than usual. Here’s a page with details. It’s next week Starting Wednesday February 1, continuing on Feb 2, finishing at noon on Feb. 3rd. Essentially this is intensive, hands-on workshop that trains people in innovation frameworks, and tools for strategy, ideation, research, and project management. It’s being held at the Community Research Center and I’m working with CO local Kim Smoyer of Smoyer & Associates. It’s a course for innovation project managers, consultants, intrapreneurs, and entrepreneurs who want to have more productive strategy, idea generation, and

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Creative Effectiveness 2017 What if 2017 turned out to be the most creative year of your life? More than creative, what if 2017 was the most creatively effective year of your life? There’s a difference. You can be incredibly creative in terms of self-expression and ideas — without being creatively effective. What good is creativity if it doesn’t get done? Doesn’t find an audience? Doesn’t get put into play? Let’s make 2017 the year you put projects over the goal line. That is, finish projects. There are a lot of horror stories when it comes to great creativity but no finish. A heart breaking example is that of John Kennedy Toole, who wrote the incredible picaresque novel, “A Confederacy of

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Get a Grip on Innovation — 10 Questions, 20 Minutes Ten questions for you to focus on assessing the state of your organization’s innovation program. Twenty minutes to learn something and take action steps. If you think your current program is working, non-existent, or just a disaster — you will learn something by taking this quick survey. Yes, there are other ways to assess innovation culture that are more thorough (such as Teresa Amabile Ph.D. “KEYS“). However, the purpose of these ten questions is to get you off the dime and into action around your innovation program/department. If these questions raise any red flags, you might need to go deeper, perhaps using a qualitative approach. But in the interest of

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Invest in Your Innovation Capacity In my various consulting engagements I have learned not to take much for granted. I thought by this year in history (2016) everyone in the business world would have a clue as to how to do ideation (aka brainstorming) properly. Wow, not even close. It’s a glaring missing ingredient in staying competitive. It’s a key to growth and it’s routinely done poorly. The art and science of developing valid business ideas has a formula. There are variations but at the heart of it you have: Problem Framing, Ideation, Idea Development, and Actions. Within each of those areas there are tools and techniques. If you know them, and use them in the context of an innovation

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Manufacturing in America — Using the Past to Create an Innovative Future It’s heartening to learn about a small USA manufacturer who’s doing something creative, new, and interesting. Janus Motorcycles in Goshen, Indiana is creating hand-crafted, small batch motorcycles. These are simple, accessible, easy-to-work-with bikes. They are throwbacks in a certain way, but don’t get me wrong they’re elegant. The retro-ish designs are informed by old American bike brands like Indian, and old British bikes like Triumph and Norton. It’s not hard to imagine that famous Hoosier, James Dean, riding one of these bikes around the countryside. The bikes look like James Dean era rides because Janus purposefully leaves the bikes open, in the sense that all the parts can

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Projects, Projects, Projects Innovation is complex and difficult — but one thing about it is not. What’s quite simple about innovation is that projects are what make innovation real. The following concepts, frameworks, approaches, etc. are Not Innovation.  Unless they are in the context of an actual project. Thinking about things is not innovation Having beers and kicking ideas around are not innovation Brainstorming sessions are not innovation Idea Campaigns are not innovation Guided visualizations are not innovation Design Thinking is not innovation Creative Problem Solving is not innovation DeBono’s Six Thinking Hats are not innovation Lean is not innovation Prototyping is not innovation Crowd sourcing or Open innovation are not innovation TQM and Six Sigma are not innovation Defining

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Fast Company Article “Brainstorming is Dumb” Misses the Point Brainstorming, Done Properly, Is Not a Tool, It’s A Multi-Step Process See BrainWriting How-To Instructions at the Bottom of this Post* Here we go again. And yet another major publication publishes a misleading article about brainstorming — Brainstorming is Dumb. This happens about every six months. This time it’s Fast Company. The article gets a few things right, but misses the big picture, and smears a giant of the field, Alex Osborn. The headline is dead wrong, but wonderfully provocative. Fast Company missed an opportunity to inform more fully at the very least. The omission is so large one wonders if they have a fact checker on staff. The big picture

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