Book Titles

The notion of net utility is the ultimate filter for product innovation.

The world economy is rapidly changing from one that produces hard goods to one that produces digital goods as well as services of all sorts.

A service business is a business that takes a specific task that we have and does it for us. It is a means of outsourcing tasks.

…it is a fair generalization to say that service industry businesses know their customers’ tasks and are competent at completing them.

…complex services do not exist in isolation. All service businesses sell an actual result, as opposed to something that can be consumed or used.

…at the end of the day, what matters is that the customer is not being served efficiently, and that means that the opportunity for innovation exists.

…you cannot proceed efficiently if you treat each aspect of your product as unique and isolated from all others each time you build the product.

In a complex service situation, the need is to join the tasks – to give the customer the opportunity to select a package deal.

…while linking services is great, linking them in a way that maximizes customer value is even greater.

Customer needs determine a business’s competencies, not its executives’ image of what the company is in business to do.