Sources and works cited are in order of their appearance in the text. Examples not referenced here are from my consulting practice or personal experience or borrowed and used with permission from coworkers, clients, and colleagues.
Beginning the Adventure
1Peter F. Drucker, The Practice of Management (New York: Heinemann, 1954), 39.
Introduction: Welcome to Your Customer’s Imagination
1Smith, “The Checkered (in a Good Way) History of Vans Shoes,” Smith Journal, June 29, 2017, smithjournal.com.
2Alexis Fournier, “My Starbucks Idea: An Open Innovation Case Study,” Braineet, March 20, 2019, Braineet.com.
3Tom Peters, Liberation Management: Necessary Disorganization for the Nanosecond Nineties (New York: Knopf, 1992), 740.
4Christine Crandell, “Customer Co-Creation Is the Secret Sauce to Success,” Forbes, June 10, 2006, Forbes.com.
5Chip R. Bell, Customers as Partners: Building Relationships That Last (San Francisco: Berrett-Koehler Publishers, 1994), 2.
SECRET 1: CURIOSITY
Chapter 1: Practice Eccentric Listening
1Stephen Covey, The 7 Habits of Highly Effective People (New York: Simon & Schuster, 1989).
2Chip R. Bell and Heather Shea, Dance Lessons: Six Steps to Great Partnerships in Business and Life (San Francisco: Berrett-Koehler Publishers, 1998), 116.
3Dinah Eng, “How Maxine Clark Built Build-a-Bear,” Fortune, March 19, 2012.
Chapter 2: Witness Your Customer through an Anthropologist’s Lens
1Because of Winn-Dixie, directed by Wayne Wang (Twentieth Century Fox, 2005), based on the book by Kate DiCamillo.
2“Jimmy Carter: Presidential Medal of Freedom Announcement of Award to Margaret Mead,” The American Presidency Project, January 19, 1979, accessed October 20, 2019, https://www.presidency.ucsb.edu/node/250392.
3George Bradt, “How P&G Became ‘Part of Walmart,’” Cornerstone International Group, August 9, 2018, https://www.cornerstonegroup.com/2018/08/09/how-pg-became-part-of-walmart/.
4Linda A. Hill, Greg Brandeau, Emily Truelove, and Kent Lineback, Collective Genius, The Art and Practice of Leading Innovation (Brighton, MA: Harvard Business Review Press, 2014), 75.
5William C. Taylor, “Get Out of that Rut and Into the Shower,” New York Times, August 13, 2006.
6Mary Bellis, “The History of the Frisbee,” ThoughtCo., January 15, 2019, https://www.thoughtco.com/history-of-the-frisbee-4072561.
Chapter 3: Make Customer Inquiry Unleashed and Unfiltered
1In Search of Excellence: The Movie, distributed by Enterprise Media (Nathan/Tyler Productions, 1985), based on In Search of Excellence by Tom Peters and Robert Waterman (New York: Harper and Row, 1982).
2John A. Byrne, “The Fast Company Interview: Jeff Immelt,” Fast Company, July 1, 2005.
SECRET 2: GROUNDING
Chapter 4: Put Insight in Focus
1John R. DiJulius, The Relationship Economy: Building Stronger Customer Connections in the Digital Age (Austin, TX: Greenleaf Book Group Press, 2019).
2Edward de Bono, Lateral Thinking: Creativity Step by Step (New York: Harper Colophon, 2015), 107.
3Dorothy Leonard, “The Limitations of Listening,” sidebar in Anthony W. Ulwick, “Turn Customer Input into Innovation,” Harvard Business Review, December 2002.
4Theodore Levitt, The Marketing Imagination (New York: Free Press, 1986), 8.
5Coleman Wood, “The Original Chicken Sandwich,” The Chicken Wire, May 5, 2017, TheChickenWire.chick-fil-a.com.
6Jacques Bughin, “Three Ways Companies Can Make Co-Creation Pay Off,” McKinsey & Company, December 2014.
Chapter 5: Construct Value-Based Guardrails
1“The Little Sandwich with a Huge Impact—The Egg McMuffin,” McDonald’s Newsroom, June 3, 2016, McDonalds.com.
2Jeff Toister, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service (Toister Performance Solutions, 2019), servicerightbook.com.
Chapter 6: Be the Partnership Warranty
1Michael Peterson, “Investigator: Failed Clamp Caused Circus Accident,” CNN, May 7, 2014, CNN.com.
2Shep Hyken, The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty (Shippensburg, PA: Sound Wisdom, 2018).
SECRET 3: DISCOVERY
Chapter 7: Create an Incubation Alliance
1Chip R. Bell and John R. Patterson, Wired and Dangerous: How Your Customers Have Changed and What to Do about It (San Francisco: Berrett-Koehler Publishers, 2011), 100.
2Gordon MacKenzie, Orbiting the Giant Hairball: A Corporate Fool’s Guide to Surviving with Grace (New York: Viking Press, 1998).
Chapter 8: Be All … There
1Glenn Rifkin, “How Harley Davidson Revs Up Its Brand,” strategy+business, October 1, 1997.
2Peter Senge, The Fifth Discipline: The Art and Practice of a Learning Organization (New York: Doubleday/Currency, 1990).
3Seth Godin, “How to Get Your Ideas to Spread,” TED2003, February 2003.
4Texas Bix Bender, Don’t Squat with Yer Spurs On! (Layton, UT: Gibbs Smith, 2009), 74.
Chapter 9: Stretch Imagination Chi
1Laura Geggel, “Why Do Cats Stretch So Much?” reporting on research of Andrew Cuff, Live Science, April 21, 2016.
2Eric Stirgus, “Morehouse Professor Hailed for Babysitting Student’s Child in Class,” AJC, March 3, 2019, AJC.com.
3Seth Godin, “Innovation Is Guts Plus Generosity,” Seth’s Blog, August 13, 2019.
4Clayton M. Christensen, Karen Dillon, Taddy Hall, and David S. Duncan, Competing Against Luck: The Story of Innovation and Customer Choice (New York: Harper-Business, 2016).
5Edward de Bono, Lateral Thinking: Creativity Step by Step (New York: Harper Colophon, 2015).
SECRET 4: TRUST
1Linda Tischler, “He Struck Gold on the Net (Really),” Fast Company, May, 31, 2002.
Chapter 10: Start Partnering with the Whole Truth
1Carl Rogers, A Way of Being (Boston: Houghton-Mifflin, 1980).
2Keith Hammond, “No Risk, No Reward,” Fast Company, April 2000, 82–93.
Chapter 11: Set Innovation Working Agreements
1Chip R. Bell and Marshall Goldsmith, Managers as Mentors: Building Partnerships for Learning, 3rd ed. (San Francisco: Berrett-Koehler Publishers, 2013), 137.
Chapter 12: Heed Caution Lights for Contracts
1John J. Sherwood and John C. Glidewell, Planned Renegotiation: A Norm-Setting OD Intervention, paper no. 338 (Krannert Graduate School of Management, Institute for Research in the Behavioral, Economic, and Management Sciences, 1971).
2Nancy Andreasen, The Creative Brain: The Science of Genius (New York: Dana Press, 2005).
SECRET 5: PASSION
1Jerry Maguire, written and directed by Cameron Crowe (TriStar Pictures, 1996).
Chapter 14: Bring In the Cirque de l’Imagination
1Chip R. Bell and John R. Patterson, Customer Loyalty Guaranteed: How to Create, Lead, and Sustain Remarkable Customer Service (New York: Adams Business, 2007), 8.
2Chip R. Bell and John R. Patterson, Take Their Breath Away: How Imaginative Service Creates Devoted Customers (Hoboken, NJ: John Wiley & Sons, 2009), 50.
Chapter 15: Nobilize Honoring
1George Bernard Shaw, Pygmalion: A Play (NY: Brentano, 1916), adapted as the Broadway play My Fair Lady in 1956 by Lerner and Loewe.