Right Attitudes

Creativity & Innovation: The Opportunities in Customer Pain Points

September 15, 2015 By Nagesh Belludi Leave a Comment

The Opportunities in Customer's Pain Points

Ellis Paul Torrance, the American psychologist who devoted his career to researching and teaching creativity, observed that “the process of sensing gaps or disturbing missing elements and formulating hypotheses” is pivotal to the creative process.

This is especially true of solving customer’s problems. Many innovative ideas are born of a reliable formula: prudent attention to and empathy with customers’ experiences, as well as applying resourceful imagination to solve customers’ pain points.

Many an innovator—either as a provider or as a consumer—develops deep empathy for customers’ pain points and sees an underexploited customer-need for convenience. The innovator contemplates, “This customer’s experience does not have to be expensive, protracted, hard, or inferior, as it is with the incumbent provider.” The innovator then uses his/her imagination to convert that understanding into a business idea with broad potential.

Consider the following cases of innovation that could be traced back to customer pain points:

Crispy Potato Chips. Legend has it that in the 1850s, Chef George Crum of New York’s Saratoga Springs created potato chips. A cranky customer at Moon’s Lake House frequently sent Crum’s fried potatoes back to the kitchen complaining that they were mushy and not crunchy enough. To appease the customer, Crum sliced the potatoes as thin as possible and deep-fried them. The customer loved them. Before long, “Saratoga Chips” became popular throughout New England.
Airtight Packaging for Potato Chips. When potato chips were first mass-produced for home consumption, they were packaged and distributed in metal containers, in which the chips would quickly go stale. During the 1920s in Monterey Park, California, Laura Scudder conceived of packaging potato chips in sealed bags. Scudder’s employees ironed wax paper into the form of bags and fill them up with potato chips. This airtight packaging not only kept the chips fresh and crisp longer, but also reduced crumbling. After the invention of the moisture-proof cellophane wrap by DuPont a few years later, chips were packaged in polymer bags. Then, nitrogen gas was blown in to prevent oxidation, extend shelf life, and prevent chips from being crushed as they were handled and distributed.

Netflix. At the video rental chain Blockbuster, customers who were paying the most in late fees were also the company’s most prolific renters. Even as they continued to patronize Blockbuster, these customers vented their frustration to Blockbuster’s employees, as well as to other existing and potential customers. In fact, in the ’90s, almost $300 million or 20% of Blockbuster’s pretax profit came from late fees. In 1997, Reed Hastings, one devoted Blockbuster customer, was charged $40 in late fees on a VHS tape of the movie Apollo 13. Frustrated by his fees, Hastings started Netflix, a mail-distribution movie-rental service. As soon as the business caught on, Hastings eliminated late fees. Netflix grew quickly, drove Blockbuster into bankruptcy in 2010, and is now valued at $50 billion.
Google News. After 9/11, Google engineer Krishna Bharat and his teammates repeatedly visited ten to 15 news sites looking for a wide range of news reports. Using Google’s legendary “20% Time” policy that allows employees to spend one day a week on side projects and collaborate beyond their immediate teams, Bharat wrote an artificial intelligence software to crawl thousands of news websites, cluster news articles based on topics and keywords, and aggregate a summary. Other engineers at Google loved Bharat’s prototype software and joined the effort to build Google News.
Corning’s Gorilla Glass for Smartphones. By 2007, cell phone makers and consumers were frustrated with the screens on their cell phones. The plastic screens broke too easily when the handsets were dropped, and keys and other objects left deep scratches. Sensing a business opportunity, some engineers at Corning dug into their corporate archives. They dredged up the formulation of a super-strong, flexible glass, Chemcor, which was unsuccessfully prototyped for automobile windshields during the 1960s. The engineers spent $300,000 to produce a trial run of Chemcor and discussed the results with cell phone manufacturers. The resulting cell phone glass was called Gorilla Glass and was widely adopted by Samsung, LG, Motorola, and other cell phone manufacturers. Gorilla’s thinness, strength, and resistance to scratches became the defining feature of touch-screen operation. Later Gorilla Glass became a core component on the iPhone, smartphones, tablets, and other portable devices. For Corning, Gorilla Glass has become a significant revenue stream.

Uber. In 2008, during a snowy night on a trip to attend a tech conference in Paris, American entrepreneurs Garrett Camp and Travis Kalanick had trouble getting a cab. Garrett purportedly said in frustration, “Why can’t we just tap a button and get a ride?” Before long, during a brainstorming session on ideas for new startups, Camp and Kalanick thought of starting a taxi company with a smartphone app to summon taxis. Instead, they built an app to hail taxi-rides on-demand and opened their app for use by established taxi companies as well as by casual autonomous drivers. In 2010, they launched UberCab in San Francisco. Uber is now worth $50 billion and operates in over 300 cities around the world.

Idea for Impact: Transform Customer Pain Points into Customer Delight

Customer pain points are a consistent pointer to potential opportunities not least because customers are usually willing to pay a premium to have their frustrations with a product or a service resolved.

Discover what opportunities may exist in your customers’ pain points. Examine product- and service-features that your customers find inadequate, more urgent, unpleasant, frustrating, or otherwise troubling. Consider how you could transform those product- and service-deficiencies into innovative features.

Don’t just satisfy customers; delight them by becoming more sensitive to their problems and reducing or eliminating their pain points.

Inspirational Quotations #597

September 13, 2015 By Nagesh Belludi Leave a Comment

Maxim for life: You get treated in life the way you teach people to treat you.
—Wayne Dyer (American Motivational Writer)

Let flattery, the handmaid of the vices, be far removed.
—Cicero (Roman Philosopher)

I have always been driven to buck the system, to innovate, to take things beyond where they’ve been.
—Sam Walton (American Entrepreneur)

Constant exposure to dangers will breed contempt for them.
—Seneca the Younger (Lucius Annaeus Seneca) (Roman Philosopher)

It is better to do the most trifling thing in the world than to regard half an hour as trifle.
—Johann Wolfgang von Goethe (German Poet)

Wisdom, compassion, and courage are the three universally recognized moral qualities of men.
—Confucius (Chinese Philosopher)

The value of an idea has nothing whatever to do with the sincerity of the man who expresses it.
—Oscar Wilde (Irish Poet)

Anger will never disappear so long as thoughts of resentment are cherished in the mind. Anger will disappear just as soon as thoughts of resentment are forgotten.
—Buddhist Teaching

Our dependence outweighs our independence, for we are independent only in our desire, while we are dependent on our health, on nature, on society, on everything in us and outside us.
—Henri Frederic Amiel (Swiss Philosopher)

I have full cause of weeping, but this heart shall break into a hundred thousand flaws or ere I’ll weep.
—William Shakespeare (British Playwright)

The soul contains the event that shall befall it, for the event is only the actualization of its thoughts; and what we pray to ourselves for is always granted.
—Ralph Waldo Emerson (American Philosopher)

Fear of Failure is an Obstacle to Growth

September 11, 2015 By Nagesh Belludi Leave a Comment

The fear of failure—atychiphobia—is such a significant psychological threat to motivation that it can instinctively cause you to sabotage your likelihood of success. If you fear failure and limit your activities, you are acutely impeding the knowledge and wisdom that comes from opening yourselves up to the new and the unfamiliar.

In “Self-Renewal: The Individual and the Innovative Society”, John Gardner (1912–2002,) an activist and a member of Lyndon Johnson’s cabinet, reminds us that openness to new experience is vital to learning and self-renewal:

One of the reasons why mature people are apt to learn less than young people is that they are willing to risk less. Learning is a risky business, and they do not like failure. … By middle age, most of us carry in our heads a tremendous catalogue of things we have no intention of trying again because we tried them once and failed. … We pay a heavy price for our fear of failure. It is a powerful obstacle to growth. It assures the progressive narrowing of the personality and prevents exploration and experimentation. There is no learning without some difficulty and fumbling. If you want to keep on learning, you must keep on risking failure—all your life.

Burt, Bees, and Simple Happiness / The Curious Case of Burt Shavitz

September 8, 2015 By Nagesh Belludi 1 Comment

Narratives of entrepreneurial success and great wealth are fascinating

Today’s high-achieving culture adores people like Elon Musk who dream big, set ambitious goals, stubbornly get things done, and build wealth for themselves.

This scale of purpose, however, is not for everyone. A surprising number of people find their purpose by going the other way—by rejecting the trappings of wealth and pursuing humble, unpretentious, contended lives.

Consider the case of Burt Shavitz, the namesake and co-founder of Burt’s Bees, a prominent beauty-products company. Burt, whose bearded face and scruffy hat grace the tins of the company’s hand salve and ointment, died this summer at age 80.

The small, simple, happy life

Burt Shavitz’s extraordinary reclusive life exemplifies what Marcus Aurelius wrote in Meditations, “Very little is needed to make a happy life; it is all within yourself, in your way of thinking.”

As a young professional photographer in the sixties, Burt grew increasingly disenchanted with city life in his native New York City. He was particularly distressed by the loneliness of an old woman whom he photographed at a home across his apartment—she always looked out sorrowfully from behind dingy curtains and never left her room. “As soon as I took this shot, I knew that that would be me, ninety years old and unable to go outside, if I didn’t get the hell out. I borrowed a van from a former girlfriend, packed up everything I needed—my bed, what clothes I had, an orange crate of books—and disappeared into the declining sun,” Burt recalled in 2014.

Burt left his city life for the backwoods in Maine and started living in a camper van. He led a hippie lifestyle; he had no ambitions and very little money. He took to beekeeping after unintentionally stumbling upon a swarm of bees at a fencepost. One day, while peddling beeswax by the side of the road, he met Roxanne Quimby, a single mother who was hitchhiking to work. Roxanne and Burt soon got romantically involved.

Roxanne had an entrepreneurial mindset: she made candles, lip balm, and hand lotion from a 200lb stash of unsold beeswax and started selling personal care products to tourists and at fairs. Over time, when their business thrived enough, Burt and Roxanne moved to North Carolina to establish a factory. However, Burt missed Maine very much. After a falling out with Roxanne, Burt sold his one-third stake in the company to her for a measly $130,000 and returned to Maine. (In 2007, Roxanne and her associates sold the company to Clorox for $913 million; she claims to have given him $4 million of the proceeds. Burt’s Bees/Clorox continued to pay him an unrevealed amount for continued use of his likeness and his name on its products.)

Idea for Impact: Happiness is mostly a matter of perspective

After returning to Maine, Burt no longer kept bees to make a living. He just enjoyed life—doing what he wanted, when he wanted. He told Flare magazine in 2013, “I’ve always had enough. I never starved to death, and I never went without a meal. I served in the army and went to Germany and slept in snowbanks, and walked 100 miles in the day carrying an 80-pound pack. What was it that I needed? My beekeeping produced enough cash that I could maintain my vehicles and pay my land taxes. What do I need? Nothing. No wife, no children, no TV set, no washing machine. All the pins sort of fell into place my entire life.”

During his later years, Burt lived in a cluttered country home in Maine that had no hot water and liked to watch nature pass by. A 2013 documentary called “Burt’s Buzz” captures his long and unconventional life. This highly recommended documentary (entirely on YouTube) juxtaposes Burt’s ideal day—“when no one shows up and you don’t have to go anywhere”—with the rock star adoration that he received from fans during a visit to Taiwan as the ‘brand ambassador’ of Burt’s Bees products.

In interviews—as in “Burt’s Buzz”—Burt denounced the emptiness of consumerism and extoled the virtues of simple, reclusive living. Evidently, he never regretted missing out on millions, but felt hurt by a three-decade-old business deal with Roxanne gone bad. “I’ve got everything I need: a nice piece of land with hawks and owls and incredible sunsets, and the good will of my neighbors,” he once said. An obituary in The Economist observed,

Settling back in his rocking chair, feet spread to feel the heat of the stove, Burt Shavitz liked to reflect that he had everything he needed. A piece of land first: 40 acres of it, fields and woods, on which he could watch hawks and pine martens but not be bothered, with luck, by any human soul. Three golden retrievers for company. A fine wooden house, 20 feet wide by 20 feet deep, once a turkey coop but plenty spacious enough for him. From the upper storey he could see glorious sunsets, fire off his rifle at tin cans hanging in a tree, and in winter piss a fine yellow circle down onto the snow, and no one would care. … He would wander into the woods or lie on his lawn to watch the baby foxes play, murmuring “Golly dang!” with simple happiness.

The seventeenth century French writer Francois de La Rochefoucauld once wrote, “Happiness does not consist in things themselves but in the relish we have of them; and a man has attained it when he enjoys what he loves and desires himself, and not what other people think lovely and desirable.” If, indeed, contentment consists of liking of what one has and having what one likes, Burt’s humble life illustrates how happiness arises from the harmony between oneself and the life one leads in one’s simple corner of the world.

Inspirational Quotations #596

September 6, 2015 By Nagesh Belludi Leave a Comment

A man who sees another man on the street corner with only a stump for an arm will be so shocked the first time he’ll give him sixpence. But the second time it’ll only be a three penny bit. And if he sees him a third time, he’ll have him cold-bloodedly handed over to the police.
—Bertolt Brecht (German Poet)

If in the last few years you haven’t discarded a major opinion or acquired a new one, check your pulse. You may be dead.
—Gelett Burgess

We are not human beings on a spiritual journey. We are spiritual beings on a human journey.
—Unknown

The greater the obstacle, the more glory we have in overcoming it; the difficulties with which we are met are the maids of honor which set off virtue.
—Moliere (French Playwright)

I am in the present. I cannot know what tomorrow will bring forth. I can know only what the truth is for me today. That is what I am called upon to serve, and I serve it in all lucidity.
—Igor Stravinsky (Russian-born American Composer)

The shortest and surest way to live with honor in the world, is to be in reality what we would appear to be; and if we observe, we shall find, that all human virtues increase and strengthen themselves by the practice and experience of them.
—Socrates (Anceient Greek Philosopher)

Life is like music, it must be composed by ear, feeling and instinct, not by rule. Nevertheless one had better know the rules, for they sometimes guide in doubtful cases, though not often.
—Samuel Butler

You do not succeed because you do not know what you want, or you don’t want it intensely enough.
—Frank Hall Crane

A little knowledge is a dangerous thing, but a little want of knowledge is also a dangerous thing.
—Samuel Butler

We pay a heavy price for our fear of failure. It is a powerful obstacle to growth. It assures the progressive narrowing of the personality and prevents exploration and experimentation. There is no learning without some difficulty and fumbling. If you want to keep on learning, you must keep on risking failure—all your life.
—John W. Gardner (American Government Official)

Don’t Aim at Success

September 4, 2015 By Nagesh Belludi 1 Comment

To complement my recent articles on the futility of attachment to results and the need to focus on effort not on outcomes, here’s practical instruction from the highly-recommended “Man’s Search for Meaning”, the memoir of Austrian psychiatrist and Holocaust survivor Viktor Frankl:

Again and again I therefore admonish my students in Europe and America: Don’t aim at success—the more you aim at it and make it a target, the more you are going to miss it. For success, like happiness, cannot be pursued; it must ensue, and it only does so as the unintended side effect of one’s personal dedication to a cause greater than oneself or as the by-product of one’s surrender to a person other than oneself. Happiness must happen, and the same holds for success: you have to let it happen by not caring about it. I want you to listen to what your conscience commands you to do and go on to carry it out to the best of your knowledge. Then you will live to see that in the long-run—in the long-run, I say!—success will follow you precisely because you had forgotten to think about it.

How to Exit a Conversation Gracefully

September 1, 2015 By Nagesh Belludi Leave a Comment

Stuck in a boring conversation that you desperately want to escape but can’t see a way to without appearing discourteous?

How about trying a method parodied in the Seinfeld episode “The Stranded”: arrange for a friend or coworker to interject upon your wave of a hand, pattern of coughs, or some other silly gesture.

You probably feel that it’s impolite to leave a conversation after talking to somebody for a few minutes. You’d rather endure an uninteresting conversation and hang in there than leave rudely. You may not feel comfortable enough to exit courteously. Instead, you nod your head, exchange listless comments, or let your eyes wander around the room seeking an opening to leap to another person. You even look at your wristwatch and wonder if it’s stopped working.

Idea for Impact: The key to exit a conversation gracefully is to do so quickly and decisively

Here’s an ideal way to exit a conversation: at an appropriate moment, without interrupting the speaker, say something like, “It’s been interesting talking to you; I’d better go around and mingle” or, “Excuse me, let me say hello to the hosts.” If you’re stuck in a conversation over the phone or in an office, just say, “I’ve got to get back to work; let’s resume this discussion later” or, “I’ve really got to go; I’ll talk to you soon.” If you are sitting down, you can imply that you want to leave by simply standing up.

Avoid making up some insincere pretext to get out of the conversation. Try not to claim, “I have an appointment” when you don’t—the other can check if you really do. “Let me refill my drink” is not only overused but also silly when you just walk over to another person. The same is true for declaring, “I need to go to the restroom,” and going anywhere but to the restroom.

Often, a simple “excuse me” is adequate—don’t feel compelled to proffer an explanation or justify your exit. Be decisive and direct.

Inspirational Quotations #595

August 30, 2015 By Nagesh Belludi Leave a Comment

Whatever is expressed is impressed. Whatever you say to yourself, with emotion, generates thoughts, ideas and behaviors consistent with those words.
—Brian Tracy (American Author)

The general order of things that takes care of fleas and moles also takes care of men, if they will have the same patience that fleas and moles have, to leave it to itself.
—Michel de Montaigne (French Philosopher)

Keep in mind that our community is not composed of those who are already saints, but of those who are trying to become saints. Therefore let us be extremely patient with each other’s faults and failures.
—Mother Teresa (Albanian Catholic Humanitarian)

Be content to act, and leave the talking to others.
—Baltasar Gracian

Truth will sooner come out from error than from confusion.
—Francis Bacon (English Philosopher)

Without courage, all other virtues lose their meaning.
—Winston Churchill (British Head of State)

Human nature loses its most precious quality when it is robbed of its sense of things beyond, unexplored and yet insistent.
—Alfred North Whitehead (English Mathematician)

Shared joys make a friend, not shared sufferings.
—Friedrich Nietzsche (German Philosopher, Scholar)

A merry heart does good like medicine.
—Common Proverb

Faith is much better than belief. Belief is when someone else does the thinking.
—Buckminster Fuller (American Inventor, Philosopher)

It’s the height of folly to want to be the only wise one.
—Francois de La Rochefoucauld

Praise in the beginning is agreeable enough, and we receive it as a favor; but when it comes in great quantities, we regard it only as a debt, which nothing but our merit could extort.
—Oliver Goldsmith (Irish Author)

Lessons from the Biography of Tesla’s Elon Musk

August 25, 2015 By Nagesh Belludi Leave a Comment

I recently finished reading Ashlee Vance’s riveting portrait of Elon Musk, the CEO of Tesla Motors, CEO of SpaceX, chairman of SolarCity, and previously the founder of PayPal and other companies.

Musk has emerged as the foremost superstar/visionary-entrepreneur of Silicon Valley since Apple’s Steve Jobs passed away in 2011.

Vance’s biography reveals how Musk’s “willingness to tackle impossible things” has “turned him into a deity in Silicon Valley.”

Vance’s biography portrays Musk as an obsessively focused and a remarkably driven entrepreneur, but one who is almost unbearably difficult to work with. Musk is tirelessly demanding of employees, has low tolerance for underperformers, and does not like to share credit for successful ventures.

The book’s key takeaway is actually an admonitory lesson: Elon Musk may well be one of the most successful entrepreneurs of all time—if your characterization of success is rather narrow. However, having an extreme personality and attaining great success come at the cost of many other things. In his drive to win, Musk sacrifices friends, business associates, and even his family to get what he wants. The story of Elon Musk exemplifies what happens when an overachieving leader regards individuals as tools and attaches more importance to his projects than to his people.

Complement Ashlee Vance’s “Elon Musk: Tesla, SpaceX, and the Quest for a Fantastic Future” with biographies of two other entrepreneur-visionaries with aggressively competitive personalities: Walter Isaacson’s “Steve Jobs” and Brad Stone’s “The Everything Store” Like Elon Musk, both Jobs and Bezos are reputed for their personal influence on every aspect of Apple and Amazon’s products and services. They are described as being demanding and demeaning to people who helped them realize their visionary aspirations.

Inspirational Quotations #594

August 23, 2015 By Nagesh Belludi Leave a Comment

What is true of the individual will be tomorrow true of the whole nation if individuals will but refuse to lose heart and hope.
—Mohandas K. Gandhi (Indian Hindu Political leader)

Courage is the thing. All goes if courage goes.
—J. M. Barrie (Scottish Novelist)

Justice advances with such languid steps that crime often escapes from its slowness. Its tardy and doubtful course causes many tears to be shed.
—Pierre Corneille (French Dramatist)

Do the thing you fear and the death of fear is certain.
—Ralph Waldo Emerson (American Philosopher)

Wealth is not a matter of intelligence it’s a matter of inspiration.
—Jim Rohn (American Entrepreneur)

Historians are like deaf people who go on answering questions that no one has asked them.
—Leo Tolstoy (Russian Novelist)

The noblest search is the search for excellence.
—Lyndon B. Johnson (American Head of State)

Once you have read a book you care about, some part of it is always with you.
—Louis L’Amour

Man is an intelligence, not served by, but in servitude to his organs.
—Aldous Huxley (English Humanist)

The past is but the beginning of a beginning, and all that is and has been is but the twilight of the dawn.
—H. G. Wells (British Novelist)

See that your character is right, and in the long run your reputation will be right.
—Charles Caleb Colton (English Angelic Priest)

There will be no lasting peace either in the heart of individuals or in social customs until death is outlawed.
—Albert Camus (Algerian-born French Philosopher)

The greatest evils and the worst of crimes is poverty; our first duty, a duty to which every other consideration should be sacrificed, is not to be poor.
—George Bernard Shaw (Irish Playwright)

« Previous Page

Idea for Impact: Transform Customer Pain Points into Customer Delight

Wondering what to read next?

Wondering what to read next?

Narratives of entrepreneurial success and great wealth are fascinating

The small, simple, happy life

Idea for Impact: Happiness is mostly a matter of perspective

Wondering what to read next?

Wondering what to read next?

Idea for Impact: The key to exit a conversation gracefully is to do so quickly and decisively

Related Tips from Previous Articles

Wondering what to read next?

Wondering what to read next?