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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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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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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Challenge Mapping & IdeaKeg Do you want to cut through the clutter when it comes to innovation strategy? Are you sorting through plans for year-end strategy and ideation sessions? Are you at the very front end of innovation and not sure where to go, where to start? Are you asking questions like these (you should be!): What projects might we get started before the end of the year? What might be our innovation focus for 2017? How might we leverage those research insights we’ve developed? What trends and ideas outside our industry might we adapt to innovate? These questions can be tough to sort out. I’m suggesting here two bits of “sorting out” technology. Consider using two powerful innovation and

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I recently was a guest blogger for Gibson Insurance and I wrote this piece about the risk of Not Innovating. I’ll make the point again here — with fewer words. For more detail, read my post over at Gibson. Risk Aversion is a Risk Itself Many leaders pull back on innovation programs because of expenses, and, fear of change. They settle for small changes and improvements and continue to look at innovation as if it’s extra work. They pay lip service to innovation and waste time doing culture assessments. They also spend precious time developing a precise process for innovation. Cultural awareness of the climate for innovation is a good thing, and a defined process is as well, but don’t

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Shake Your Booty The Creativity and Innovation point of this blog takes about three paragraphs to develop, so business readers, let me tell you a brief story to set it up. I was having dinner this week with Gary Schwartz, a fine actor and Improv person who was blowing through Chicago to promote his new children’s book, The King of Average.  Gary studied with a hero of mine, Viola Spolin (he’s the leading expert on her games and methods). As we talked about Improv and I heard some of his stories I was particularly impressed with one story having to do with “getting into the body” of a role. The Story: So Gary was playing the role of a Roman

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Nine Ways to Play At Work (see list below) The idea that one should invoke a sense of play around challenges is not a new one. Tim Brown of IDEO did that great TED speech on play, and there have been several more TED play-centric talks (Stuart Brown, John Cohn, Sue Palmer) all variations on the theme. Sunni Brown’s talk on Doodling is a personal favorite because she gets specific about how one can begin to be more creatively playful with problem solving. An emerging trend in business is using improvisation games as the basis for team building and problem solving. The work of Del Close, who shaped the serious play of long form Improv and Viola Spolin, who invented

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