Nicholas J. Webb

Customer Service Blunders
Based on Webb's upcoming book, No Food or Drink.
• Avoiding the five common mistakes most companies make
• How to identify and eliminate customer punishing policies
• Four easy steps to conflict resolution
• Developing and deploying a customer advocacy program
• How to lead your market in customer service

Innovation Management
Based on Webb's innovation training book, Turn on the lights.

• Developing market-leading products
• Innovation planning
• The better mousetrap myth
• Fast tracking new product development
• Market-based product design

Future of the Healthcare Marketplace
Based on Webb's new book, The Cost of Being Sick.

• The responsibility gap
• The seven key predictions of the healthcare marketplace
• Success drivers of healthcare-related products
• Developing next-generation market planning
  
  

The Digital Innovation Playbook

In this breakthrough book world-renowned innovation strategist Nicholas J. Webb uncovers the secrets of the world’s best innovators. And what he found is that there is a new phenomenon that he calls “Digital Innovation” that is sweeping the world. In this powerful book Nicholas J. Webb defines innovation as “the process of delivering exceptional value through active listening”. His case studies show how great organizations like Kodak, IndyCar, U.S. Army and Southwest Airlines have used Digital Innovation to drive colossal success. He talks about how Dell computers has set up their own Digital Command Center to monitor over 70,000 keywords in over 11 languages to listen, to learn and ultimately to invent world-class technologies. He predicts that “Digital Innovation” will replace the term, Open Innovation and that ultimately every successful organization in the world will hire a Chief Listening Officer (CLO). In the “Digital Sandbox” chapter he shows how organizations are using digital media, Web 2.0 and social media to connect to their customer communities and internal stakeholders alike. After reading this book you will conclude that Innovation Experts must now become Digital Innovation Experts in order to drive innovation and business growth.