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Awkward Reality #493

In one study, 76% said their interviews led to unexpected or surprising information.

493-Unexpected-Information

And that’s the point, isn’t it? If we just try to develop the products our customers ask everyone for, and we haven’t cornered the market on R&D genius, we’ll keep struggling with differentiation. But if we intentionally expose ourselves to unexpected information—that our competitors lack—we’ll create more significant, protectable value.

More in 2-minute video at 25. Let your customers surprise you

Awkward Reality #492

The greatest danger in customer interviews is hearing what you want to hear.

492-Selective-Hearing

Your new product development should start where it ends: with the customer. When you take your “pride and joy” hypothesis to customers and ask their opinion, two bad things can happen: 1) They tell you what they think you want to hear. 2) You hear what you want to hear. Start by uncovering their needs, not testing your pre-conceived notions. And be sure to use quantitative interviews to eliminate confirmation bias.

More in 2-minute video at 35. Insist on data-driven innovation

Awkward Reality #491

Awkward Reality #490

The best way to hear (the customer) is often to see.

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One of our best innovations started as an experiment. In 2004 I projected my notes during a customer interview. The customer loved it, the meeting went far longer than expected, and we haven’t looked back since. Sure, customers can correct your notes this way, but our biggest discovery was that customers own what they create and can see. We’ve been calling these “Discovery” interviews ever since.

More in video, Reinventing VOC for B2B

Awkward Reality #489

Most companies measure innovation results. Few measure innovation capabilities.

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Do you know if your company is improving key capabilities? Understanding customers’ needs, assessing competitive alternatives, creating data-driven value propositions, etc.? A race team that just counts wins—instead of pit crew times and engine torque—stops winning. Understand the capabilities that drive innovation and start measuring them.

More in Chapter 9 of Business Builders by Dan Adams

Awkward Reality #488

Beware incrementalism… and understand the “risk paradox.”

488-Beware-Incrementalism

If you manage one new-product project, it seems less risky to develop a “me-too.” But if you manage a business brimming with “me-too” and incremental new products, you’ll slide into commoditization with its death spiral. Very risky. So make sure your portfolio has enough products that will deliver significant value to your customers.

More in 2-minute video at 42. Beware of new product incrementalism

Awkward Reality #487

Why take a “leap of faith” when you could take a leap of confidence—more quickly and cheaply?

487-Leap-of-Faith

Lean Startup methodology refers to “Leap of Faith Assumptions,” and recommends testing assumptions with customers at the first opportunity. For B2B, this “first opportunity” to learn comes before a prototype is created… through VOC interviews to mine the foresight of knowledgeable customers. Don’t miss this B2B adjustment to Lean Startup.

More in white paper, Lean Startup for B2B (page 6)