“sticky” information

I found a nice treasure trove of academic papers from Eric Von Hippel, a professor at MIT’s Sloan School of Business, regarding user-centered innovation. I particularly like his concept for describing “sticky” information:  The author’s point is that economists too easily discount the cost of “information transfer”.  Connecting the critical information of an end user’s problem to a problem solver/problem solving organization is complicated by how difficult or costly it is to transfer the required key information. http://web.mit.edu/evhippel/www/papers/stickyinfo.pdf “The need to transfer information from its point of origin to a specified problem-solving site will not affect the locus of problem-solving … Continue reading “sticky” information

copycats

“They are not just copying our products; they are copying our way of doing business.” This was a comment recently made by a colleague in the lighting industry, referring to the endless small startups attacking the lighting business. It was an astute comment.  In one quick phrase he summed up why the lighting industry desperately needs service innovation. LEDs are cool, and there are several other technologies driving change in the industry.  But nowadays, any technology is easily copied by any hack company.  Customer service on the other hand, particularly excellent customer service, is a very, very difficult thing to … Continue reading copycats