Author Archives: Robyn Bolton

About Robyn Bolton

Robyn M. Bolton is the founder and chief navigator of MileZero, a consultancy that helps leaders use innovation to confidently and consistently grow revenue. She is also an assistant professor at the Massachusetts College of Art and Design, where she teaches innovation and strategy courses. She is the author of "Unlocking Innovation: A Leader’s Guide for Turning Bold Ideas into Tangible Results." She previously worked at Innosight, the innovation and strategy firm founded by Clayton Christensen; the Boston Consulting Group; and Procter & Gamble, where she helped develop and launch Swiffer. Bolton holds an MBA from Harvard Business School and a BS in marketing from Miami University. If you are frustrated that your innovation efforts are not producing results, she offers a free one-sheet with 5 Ways to Get Rapid Results from Innovation at www.MileZero.io

How Courage and Trust are Transforming Bayer

Fewer Rules and Better Results

How Courage and Trust are Transforming Bayer

GUEST POST from Robyn Bolton

“Consider this question: If workers are hobbled by 1,000 rules, does it make a meaningful difference to reduce them to only 900?”

The answer is No.  In fact, this is precisely why most attempts at fighting bureaucracy fail – and why true transformation requires starting completely fresh.

Bill Anderson, CEO of Bayer, knows this and isn’t afraid to admit it.  When he took the helm in June 2023, he discovered a company paralyzed by bureaucracy. Instead of trying to optimize the system, he looked at the company’s “1,362 pages” of employee rules and knew the entire structure needed to change.

Breaking the Stranglehold

As Anderson stated in Fortune, “There was a time for hierarchical, command-and-control organizations – the 19th century, to be exact, when many workers were illiterate, information traveled at a snail’s pace, and strict adherence to rules offered the competitive advantage of reliability.”

The modern reality is different. Today’s Bayer employs highly skilled experts, operates at digital speed, and competes in markets where, as Anderson observes, “the most reliable companies are the most dynamic.”

The challenge wasn’t just the encyclopedic rule book. The organization’s “12 levels of hierarchy” created what Anderson called “unnecessary distance between our teams, our customers, and our products.” In today’s innovation-driven market, this industrial-age structure threatened the company’s future.

Unleashing Innovation

Anderson’s solution? “Dynamic Shared Ownership” – a radical model that puts 95% of decision-making in the hands of the people actually doing the work. Instead of annual budgets and endless approvals, self-directed teams work in 90-day sprints with the autonomy to make real-time decisions.

The results are already showing. Take Vividion, Bayer’s independently operated subsidiary. Operating in small, autonomous teams, they went from FDA approval to first patient dosing in just six weeks. They’re now on track to produce one or two new drug candidates for clinical testing every year.

Speed Becomes Reality

The impact extends across the organization. Bayer’s scientists have transformed their plant breeding process, reducing cycles from “five years down to merely four months.”

In the consumer health division, teams have accelerated their development timelines significantly, reducing product launch schedules “by up to nine months” in Asia. Within their first two months under the new system, these teams generated millions in additional value.

While financial markets remain uncertain about this transformation, one crucial metric suggests it’s working: employee retention has improved. The scientists, researchers, and product developers – the people doing the innovative work – are showing their confidence in this dramatic shift toward autonomous operation.

Why This Matters & What to do Next

For most of us, the question isn’t whether our organization has too much bureaucracy – it almost certainly does. The question is: what are you going to do about it?

Try this – Create a small, autonomous team with a 90-day mission. Give them real decision-making power and see what they can accomplish when freed from bureaucratic constraints.

Remember Anderson’s key insight: reducing rules from 1,000 to 900 won’t create meaningful change. Real transformation requires the courage to fundamentally rethink how work gets done.

For anyone who’s ever felt the soul-crushing weight of bureaucracy, Bayer’s radical reinvention offers hope. Maybe the path to innovation isn’t through better rules and processes, but through the courage to trust in human potential.

Image credit: Unsplash

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

Lean is the Enemy of Learning

And Other Counterintuitive Lessons from a Day at MIT

Lean is the Enemy of Learning

GUEST POST from Robyn Bolton

I firmly believe that there are certain things in life that you automatically say Yes to.  You do not ask questions or pause to consider context. You simply say Yes:

  1. Painkillers after a medical procedure
  2. Warm blankets
  3. The opportunity to listen to brilliant people talk about things that fascinate them.

So, when asked if I would like to attend an Executive Briefing curated by MIT’s Industrial Liaison Program, I did not ask questions or pause to check my calendar.  I simply said Yes.

I’m extremely happy that I did because what I heard blew my mind.

Lean is the enemy of learning

When Ben Armstrong, Executive Director of MIT’s Industrial Performance Center and Co-Lead of the Work of the Future Initiative, said, “To produce something new, you need to create a lot of waste,” I nearly lept out of my chair, raised my arms, and shouted “Amen brother!”

He went on to tell the story of a meeting between Elon Musk and Toyota executives shortly after Musk became CEO.  Toyota executives marveled at how quickly Tesla could build an EV and asked Musk for his secret.  Musk gestured around the factory floor at all the abandoned hunks of metal and partially built cars and explained that, unlike Toyota, which prided itself on being lean and minimizing waste, Tesla engineers focused on learning – and waste is a required part of the process.

We decide with our hearts and justify with our heads – even when leasing office space

John E. Fernández, Director of MIT’s Environmental Solutions Initiative, shared an unexpected insight about selling sustainable buildings effectively.  Instead of hard numbers around water and energy cost savings, what convinces companies to pay the premium for Net Zero environments is prestige.  The bragging rights of being a tenant in Winthrop Center, Boston’s first-ever Passive House office building, gave developers a meaningful point of differentiation and justified higher-than-market-rate rents to future tenants like McKinsey and M&T Bank.

49% of companies are Silos and Spaghetti

I did a hard eye roll when I saw Digital Transformation on the agenda.  But Stephanie Woerner, Principal Research Scientists and Executive Director for MIT’s Center for Information Systems Research, proved me wrong by explaining that Digital Transformation requires operational excellence and customer-focused innovation.

Her research reveals that while 26% of companies have evolved to manage both innovation and operations, operate with agility, and deliver great customer experiences, nearly half of companies are stuck operating in silos and throwing spaghetti against the wall.  These “silo and spaghetti companies” are often product companies rife with complex systems and processes that require and reward individual heroics to make progress. 

What seems like the safest option is the riskiest

How did 26% of companies transform while the rest stayed stuck or made little progress?  The path forward isn’t what you’d expect. Companies that go all-in on operational excellence or customer innovation struggle to shift focus and work in the other half of the equation.  But doing a little bit of each is even more risky because the companies often wait for results from one step before taking the next.  The result is a never-ending transformation slog that is eventually abandoned.

Academia is full of random factoids

They’re not random to the academics, but for us civilians, they’re mainly helpful for trivia night:

  • 50% of US robots are used in the automotive industry
  • <20% of manufacturing job descriptions require digital skills (yes, that includes MS Office)
  • Data centers will account for 8-21% of global energy demand by 2030
  • Energy is 10% of the cost but 90% of the cost of mining bitcoin
  • Cities take up 3% of the earth’s surface, contain 33% of the population, account for 70% of global electricity consumption, and are responsible for 75% of CO2 emissions

Why say Yes

When brilliant people talk about things they find fascinating, it’s often because those things challenge conventional wisdom. The tension between lean efficiency and innovative learning, the role of emotion in business decisions, and the risks of playing it too safe all point to a fascinating truth: sometimes the most counterintuitive path forward is the most successful. 

How have you seen this play out in your work?

Image credit: Unsplash

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

When Scaling Innovation Backfires

How One Company Became the Theranos of Marshmallows

When Scaling Innovation Backfires

GUEST POST from Robyn Bolton

Here’s a head-scratcher when it comes to scaling innovation: What happens when your innovative product is a hit with customers, but you still fail spectacularly? Just ask the folks behind Smashmallow, the gourmet marshmallow company that went from sweet success to sticky situation faster than you can say “s’mores.”

The Recipe for Initial Success

Jon Sebastiani sold his premium jerky company Krave to Hershey for $240 million and thought he’d found his next billion-dollar idea in fancy French marshmallows. And initially, it looked like he had. 

Smashmallow’s artisanal, flavor-packed treats weren’t just another fluffy, tasteless sugar puff – they created an entirely new snack category. Customers couldn’t get enough of their handcrafted, churro-dusted, chocolate-chip-studded clouds of happiness. The company hit $5 million in sales in its first year, doubled that the next, and was available in 15,000 stores nationwide in only its third year.

Sounds like a startup fairy tale, right? Right!  If we’re talking about the original Brothers Grimm versions.  Corporate innovators start taking notes.

The Candy-coated Vision

Sebastiani and his investors weren’t content with building a successful premium regional brand. They wanted to become the Kraft of craft marshmallows, scaling from artisanal to industrial without losing what made the product special. It’s a story that plays out in corporations every day: the pressure to turn every successful pilot into a billion-dollar business.

So, they invested.  Big time.

They signed a contract with “an internationally respected builder of candy-making machines” to design and build a $3 million custom-built machine and another with a copacker to build an entirely new facility to accommodate the custom machine.

Bold visions require bold moves, and Sebastiani was a bold guy.

The Scale-up Meltdown

But boldness can’t overcome reality, and the custom machine couldn’t replicate the magic of handmade marshmallows. It couldn’t even make the marshmallows.

Starch dust created explosion hazards. Cinnamon wouldn’t stick. Workers couldn’t breathe through spice clouds. The handmade ethos of imperfect squares gave way to industrialized perfection. Each attempt to solve one problem created three more, like a game of confectionery whack-a-mole.

By 2022, Smashmallow was gone, leaving behind a cautionary tale about the gap between what customers value and what executives and investors want. The irony? They succeeded in their mission to disrupt the market – by 2028, the North American marshmallow market is projected to more than double its 2019 size, largely thanks to the premium category Smashmallow created. They just won’t be around to enjoy it.

A Bittersweet Paradox

For so many corporate innovators, this story hits close to home. How many promising projects died not because customers didn’t love them but because they couldn’t scale to “move the needle” for a multi-billion dollar corporation? A $15 million business might be a champagne-popping moment for an entrepreneur, but it barely registers as a rounding error on a Fortune 500 income statement.

This is the innovation paradox facing corporate innovators: The very pressure to go big or go home often destroys what makes an innovation special in the first place. It’s not enough to create something customers love – you must create something that can scale to satisfy the corporate appetite for growth.

Finding the Sweet Spot

The lesson isn’t that we should abandon ambitious scaling plans. Instead, we must be brutally honest about whether our drive for scale aligns with what makes our innovation valuable to customers. If it doesn’t, we must choose whether to scale back our ambitions (unlikely) or let go of our successful-but-small idea.   

After all, not every marshmallow needs to be a mountain, but every mountain climber (that’s you) needs a mountain.

Image credit: Unsplash

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

Five Must Reads for 2025

Five Must Reads for 2025

GUEST POST from Robyn Bolton

‘Tis the season for “year in review” and “top 10 lists.”  As fun (and sometimes frightening) as it is to look back, it is just as fun (and sometimes frightening) to look ahead.  After all, as innovators, that is what we naturally do.  So, in anticipation of the year ahead, here are 5 Must Reads to make 2025 far more fun than frightening.

(listed in alphabetical order by author’s last name so I can’t be accused of playing favorites)

Pay Up! Unlocking Insider Secrets of Salary Negotiation by Kate Dixon

Pay Up! Unlocking Insider Secrets of Salary Negotiation
  • This book is for everyone, especially… people who want to earn what they deserve
  • This book solves the problem of…the black box that is compensation and the fear of negotiating for what you’re worth
  • This book creates value by… Outlining a step-by-step system to:
    • Understand key terms and concepts and apply them to your situation
    • Research the information you need to confidently and competently negotiate
    • Know what to say and do (and NOT say or do) in the moment
  • Why I love this book: Full disclosure – Kate and I are friends, so I’ve had a front-row seat to her wisdom and humor (how many compensation books invoke Beyonce?) and the jaw-dropping impact she gets for her clients.  I’ve even gifted this book to others because I know it works!

Disrupt Yourself: Putting the Power of Disruptive Innovation to Work by Whitney Johnson

Disrupt Yourself - Putting the Power of Disruptive Innovation to Work
  • This book is for everyone, especially… people who are rethinking their careers and are ready for change
  • This book solves the problem of… knowing how to start redefining your career (and yourself)
  • This book creates value by… Turning Clayton Christensen’s Theory of Disruption into four principles for self-disruption, including:
    • Identifying your disruptive strengths
    • Stepping backward or sideways to grow
    • Patiently waiting for your career (and legacy) to emerge
  • Why I love this book: Two quotes: (1) “Disruption starts as an inside game” and (2) “Constraints can be the perfect remedy if you are having a difficult time.”

Live Big! A Manifesto for a Creative Life by Rochelle Seltzer

Live Big! A Manifesto for a Creative Life
  • This book is for everyone, especially… people who want to experience daily joy and creativity
  • This book solves the problem of…feeling stuck in the day-to-day reality of life, uncertain whit how to begin, and afraid to make big, drastic changes
  • This book creates value by… Offering 20 tips for:
    • Becoming a person who Lives Big, including slowing down, aligning to your purpose, and being patient
    • Acting big, including listening to your intuition, embracing change, and carrying on
    • Savoring the small joys of life, including the gorgeous design of the book
  • Why I love this book: Rochelle’s Discovery Dozen exercise is a game-changer.  I learned this tool when she was my coach, and I have continued to use it for everything from naming my business, to deciding if/when/how to act on an opportunity, and writing articles.

The Coaching Habit: Say Less, Ask More & Change the Way You Lead Forever by Michael Bungay Steiner

The Coaching Habit - Say Less, Ask More - Change the Way You Lead Forever
  • This book is for everyone, especially... busy managers who want to be better people leaders
  • This book solves the problem of…balancing hands-on management with team empowerment and individual development
  • This book creates value by… Guiding you through seven questions that help you:
    • Work less hard while having more impact
    • Break cycles of team overdependence and workplace overwhelm
    • Turn coaching and feedback from an occasional formal event into a daily habit
  • Why I love this book: A copy of the 7 questions sits just below my monitor, reminding me to be curious, dig deeper, and that every decision is a choice to do one thing and not another.

Readers Choice!

Version 1.0.0
Version 1.0.0

It’s audience participation time!  In the comments below, drop YOUR recommendation for a 2025 Must Read.

Bonus points for telling us:

  • Who it’s for
  • Problem it solves
  • Value it creates
  • Why you love it

Image credit: MileZero, Misterinnovation.com

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

The Twelve Killers of Innovation

A Corporate Carol About Why You’re Not Getting Results

The Twelve Killers of Innovation

GUEST POST from Robyn Bolton

Last week, InnoLead published a collection of eleven articles describing the root causes and remedies for killers of innovation in large organizations.  Every single article is worth a read as they’re all written by experts and practitioners whose work I admire.

I was also inspired.

In the spirit of the hustle and bustle of the holiday season, I gave into temptation, added my own failure mode, and decided to have a bit of fun.

The Twelve Killers of Innovation

(Inspired by the Twelve Days of Christmas yet relevant year-round)

On the twelfth day of innovating, management gave to me:

Twelve leaders short-term planning

Eleven long projects dragging

Ten cultures resisting

Nine decisions made too quickly

Eight competing visions

Seven goals left unclear

Six startups mistrusted

Five poorly defined risks

Four rigid structures

Three funding black holes

Two teams under-staffed

And a bureaucracy too entrenched to change

Want to write a happier song?

Each of the innovation killers can be fended off with enough planning, collaboration, and commitment.  To learn how, check out the articles:

Twelve leaders short-term planning – 3 Examples of Why Innovation is a Leadership Problem by Robyn Bolton, MileZero

Eleven long projects dragging – Failing Slow by Clay Maxwell, Peer Insight

Ten cultures resisting – How to Innovate When Resistance is Everywhere by Trevor Anulewicz, NTT DATA

Nine decisions made too quickly – Red Light, Green Light by Doug Williams, SmartOrg Inc.

Eight competing visions – The Five Most Common Innovation Failure Modes by Parker Lee, Territory Global

Seven goals left unclear – Mitigating Common Failure Modes by Jim Bodio, BRI Associates

Six startups mistrusted – Developing a New Corporate Innovation Model by Satish Rao, Newlab

Five poorly defined risks – Strategic Innovation is too Scary by Gina O’Connor, Babson College

Four rigid structures – Corporate Innovation is Dead by Ryan Larcom, High Alpha Innovation

Three funding black holes – Failure Modes by Jake Miller, The Engineered Innovation Group

Two teams under-staffed – Why Innovation Teams Fail by Jacob Dutton, Future Foundry

And a bureaucracy too entrenched to change – Building Resilient Teams by Frank Henningsen, HYPE Innovation

How are you going to make sure that you receive gifts and not coal this year for all your innovation work?

Image credit: Pexels

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

The Fears of Your Colleagues

The Fears of Your Colleagues

GUEST POST from Robyn Bolton

“We identified four opportunities for market expansion, all adjacent to our current business, and entry into any one of them is almost guaranteed to materially grow our business.   But no one is doing anything.”

I wanted to be surprised.  Instead, I sighed and asked the question I knew he couldn’t answer.

“What are your colleagues afraid of?”

The Four Horsemen of the Innovation Apocalypse

Most of the time, when opportunities are clear, but action is absent, it’s because one of the first three horsemen of the innovation apocalypse appeared:

  • Short-termism: “The CFO is worried we may miss the quarter, so we’re starting to make cuts.”
  • Size:  “We have a new President coming in who wants to put his stamp on things, so he’s cutting anything that won’t double our business in three years.”
  • Scarcity: “We’re implementing a new process, and this would just be one thing too many for people to handle.”

The business my client described has doubled in the past five years. After fifty years of steady, reliable, and predictable revenue, its top line suddenly became the mythical “hockey stick of growth.”  The technological driver of this change is more likely to be the “new normal” than a fad, so the business is expected to double again in the next five years.

Leadership isn’t worried about delivering the next quarter, year, or five years. They know that they have the resources they need and can access more when the time is right.  They’re confident that the opportunities identified are feasible and meaningful.

Yet, they will not act.

I’m not afraid.  I’m biased!

Behavioral economists, psychologists, and sociologists explain situations like the above by pointing out our “cognitive biases”—the “irrational errors that are programmed into our brains.”  For example, the first three horsemen could be known as Present Biasthe hard-easy effect, and Loss Aversion

As of 2024, over 150 cognitive biases have been identified.

While it’s comforting to blame programming bugs beyond our awareness and control for our “irrational errors,” this approach lets us off the hook a bit too easily.

I’m not biased.  I’m afraid!

Fear is at the root of most, if not all, of these biases because emotions, not programming bugs in our brains, drive our decisions. 

The study of how our emotions impact decision-making didn’t take off until the early 2000s. It really accelerated in 2015 when professors from Harvard, UC Riverside, Claremont McKenna College, and Carnegie Mellon published a meta-study on the topic and declared:

The research reveals that emotions constitute potent, pervasive, predictable, sometimes harmful and sometimes beneficial drivers of decision making. Across different domains, important regularities appear in the mechanisms through which emotions influence judgments and choices.

Bottom line – we decide with our hearts and justify with our heads.

Our hearts are afraid that we’ll lose the respect of our peers and loved ones, the reputations we’ve worked decades to build, the physical goods and intangible experiences that project our societal status, or the financial safety of a regular paycheck.

And, as my brilliant and kind sister told me, “These feelings we feel, these feelings are real.”

I’m afraid and biased and brave!

Next time you see someone (maybe you?) do something “irrational,”  get curious and ask:

  • What cognitive bias are they falling prey to? 
  • What is the fear that’s driving that bias? 
  • How can you help them to be brave, live with the fear, and move forward?

I’m curious…when was the last time you were afraid, biased, and brave?

Image credit: Pixabay

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

‘Twas the Night Before Launch Day

Twas the Night Before Launch Day

GUEST POST from Robyn Bolton

‘Twas the night before launch day, when throughout HQ,
Not a worker had left, there was too much to do;
The plans were laid out by the whiteboard with care,
While our Innovation Chief Sarah planned with great flair;

The team was all nestled all snug at their posts,
While visions of success inspired them the most;
And Sarah in her blazer, so sharp and so bright,
Had just settled in for a long working night,

When out in the hall there arose such a clatter,
She sprang from her desk to see what was the matter.
When what to her wondering eyes should appear,
But the CEO and board, spreading holiday cheer!

“Now, ARCHITECTURE!” they cried, “We need strategy and rules!
Now BEHAVIORS and CULTURE!” – these ABC tools.
“Tell us Sarah,” they said, “how you’ll lead us to glory,
Through bringing new value – tell us your story!”

She smiled as she stood, confidence in her stance,
“The ABCs of Innovation aren’t left up to chance.
Architecture’s our framework, our process and measure,
Our governance model not built at our leisure;

“The Behaviors we foster? Curiosity leads,
With courage and commitment to meet future needs.
And Culture,” she said, with a twinkle of pride,
“Is how innovation becomes our natural stride.”

Her cross-functional team gathered ’round with delight,
Each bringing their skills to help win this big fight:
“From concept to testing, from planning to more,
We’re ready to launch what we’ve worked toward before!”

The CEO beamed and the board gave a cheer,
“This is exactly the progress we’d hoped for this year!
With Architecture to guide us, and Behaviors so strong,
Plus Culture to fuel us – well, nothing could go wrong!”

Then Sarah exclaimed, as they turned out the light,
“Happy launching to all, and to all a good night!
For tomorrow we share what’s been worth all the wait,
Guided by ABCs, we’ll make something great!”

Image credit: Microsoft CoPilot

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

Ignoring Your Customers is the Key to Happiness

Ignoring Your Customers is the Key to Happiness

GUEST POST from Robyn Bolton

“Now I know why our researchers are so sad.”

Teaching at The Massachusetts College of Art and Design (MassArt) offers a unique perspective. By day, I engage with seasoned business professionals. By night, I interact with budding designers and artists, each group bringing vastly different experiences to the table.

Customer-centricity is the hill I will die on…
In my Product Innovation Lab course, students learn the innovation process and work in small teams to apply those lessons to the products they create.

We spend the first quarter of the course to problem-finding. It’s excruciating for everyone. Like their counterparts in business and engineering, they’re bursting with ideas, and they hate being slowed down. Despite data proving that poor product-market fit a leading cause of start-up failure and that 54% of innovations launched by big companies fail to reach $1M in sales (a paltry number given the scale of surveyed companies), they’re convinced their ideas are flawless.

We spend two weeks exploring Jobs to be Done and practicing interviewing techniques. But their first conversations sound more like interrogations than anything we did in class.

They return from their interviews and share what they learned. After each insight, I ask, “Why is that?” or “Why is that important?

Amazingly, they have answers.

While their first conversations were interrogations, once the nervousness fades, they remember their training, engage in conversations, and discover surprising and wonderful answers.

Yet the still prioritize the answers to “What” over answers to “Why?”

…Because it’s the hill that will kill me.
Every year, this cycle repeats. This year, I finally asked why, after weeks of learning that the answers to What questions are almost always wrong and Why questions are the only path to the right answers (and differentiated solutions with a sustainable competitive advantage), why do they still prioritize the What answers?

The answer was a dagger to my heart.

“That’s what the boss wants to know,” a student explained. “Bosses just want to know what we need to build so they can tell engineering what to make. They don’t care why we should make it or whether it’s different. In fact, it’s better if it’s not different.”

I tried to stay professional, but there was definitely a sarcastic tone when I asked how that was working.

“We haven’t launched anything in 18 months because no one likes what we build. We spend months on prototypes, show them to users, and they hate it. Then, when we ask the researchers to do more research because their last insights were wrong, they get all cra….OOOOHHHHHHHH…..”

(insert clouds parting, beams of sunlight shining down, and a choir of angels here)

“That’s why the researchers are so sad all the time! They always try to tell us the “Whys” behind the “Whats” but no one wants to hear it. We just want to know what to build to get to work. But we could create something people love if we understood why today’s things don’t work!”

Honestly, I didn’t know whether to drop the mic in triumph or flip the table in rage.

Ignorance may be bliss but obsolescence is not
It’s easy to ignore customers.

To send them surveys with pre-approved answers choices that can be quickly analyzed and neatly presented to management. To build exactly what customers tell you to build, even though you’re the expert on what’s possible and they only know what’s needed.

It’s easy to point to the surveys and prototypes and claim you are customer-centric. If only the customers would cooperate.

It’s much harder to listen to customers. To ask questions, listen to answers you don’t want to hear, and repeat those answers to more powerful people who want to hear them even less. To have the courage to share rough prototypes and to take the time to be curious when customers call them ugly.

So, if you want to be happy, keep pretending to care about your customers.

Pretty soon, you won’t have any left to bother you.

Image credit: Pexels

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

How to Design Offsites That Generate Revenue

How to Design Offsites That Generate Revenue

GUEST POST from Robyn Bolton

Corporate offsites – the phrase conjures images of everything from “mandatory fun” with colleagues to long and exhausting days debating strategy with peers.  Rarely are the images something that entice people to sit up and shout, “YEA!” But what if the reality could be something YEA! worthy?

That’s exactly what the authors of the recent Harvard Business Review (HBR) article, “Why Offsites Work – and How to Get the Most Out of Them,” describe and offer a guide to accomplish.

Offsites May Be the Answer to the WFH vs. RTO Debate

Offsites aren’t new but they’ve taken on a new role and new significance as companies grapple with how to manage Work from Home (WFH) and Return To Office (RTO) policies. 

As with most things in life, the pendulum swings from one extreme to another until eventually, finally, landing in a stable and neutral midpoint.  When the pandemic hit, we swung from every day in the office to every day at home.  Then society opened back up and corporate landlords came calling for rent, whether or not people were in the offices, so we swung back to Return to Office mandates.

Offsites, the authors suggest, may be the happy medium between the two extremes because offsites:

“give people opportunities for interactions that otherwise might not happen. Offsites create unique opportunities for employees to connect in person, forming new relationships and strengthening existing ones. As a result, offsites help people learn about others’ knowledge and build interpersonal trust, which are both critical ingredients for effective collaboration.”

Offsite Connections Lead to Collaborations that Generate ROI

After analyzing eight years of data from a global firm’s offsites and 350,000 “instances of formal working relationships”  for 750 employees, the authors found that intentionally designed offsites (more on that in a moment) yield surprisingly measurable and lasting results:

  • 24% more incoming requests for collaboration amongst attendees post vs. pre-offsite (silos busted!)
  • 17% of new connections were still active two years after the offsite (lasting change!)
  • $180,000 in net new revenue from collaborations within the first two months post offsite (real results!)

The benefits event extended to non-attendees because they “seemed to get the message that collaboration is important and wanted to demonstrate their commitment to being collaborative team players” and “likely identified new collaborators after the offsite through referrals.”

How to Design Offsites That Get Results

Four key strategies emerged from the authors’ research and work with over 100 other organizations:

  1. Design for the people in the audience, not the people on stage.  Poll attendees to understand their specific needs and goals, then design collaborative activities, not management monologues.
  2. Design for the new hires, not the tenured execs.  Create opportunities for new hires to meet, connect with, and work alongside more experienced colleagues.
  3. Set and communicate clear goals and expectations.  Once the offsite is designed and before it happens, tell people what to expect (the agenda) and why to expect it (your design intentions and goals).  Also, tell them how to make the most of the offsite opportunities by thinking about the skill and network gaps they want to fill.
  4. Track activities to measure ROI.  The connections, collaborations, and commitments that start at the offsite need to continue after it in the form of ongoing communication, greater collaboration, and talent engagement.  Yes, conduct a post-event survey immediately after the event but keep measuring every 2-3 months until the next offsite.  The data will reveal how well you performed against your goals and how to do even better the next time.

Offsites can be a powerful tool to build an organization’s culture and revenue, but only if they are thoughtfully designed to go beyond swanky settings, sermons from the stage, and dust-collecting swag and build the connections and collaborations that only start when people are together, in-person, outside of the office.

Image credit: Unsplash

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

You Are Doing Strategic Planning Wrong

(According to Seth Godin)

You Are Doing Strategic Planning Wrong

GUEST POST from Robyn Bolton

It’s that time of year again – the annual ritual of strategic planning. But as Seth Godin points out in “How to Avoid Strategy Myopia,” we often mistake annual budgets and operational efficiency plans for true strategy. Strategies are not plans or guarantees; they’re informed choices to pursue possibilities that may or may not work.

Godin’s insights, while often associated with innovation, are fundamentally about strategy in its purest form. They challenge us to look beyond next quarter’s earnings and focus on transformative potential just beyond our current vision.

The Myth of “Strategic Planning”

Consider for a moment the last strategic planning session you attended. Was it dominated by discussions of cost-cutting measures, market share percentages, and incremental improvements? If so, you’re not alone. Many organizations focus on optimizing their current operations, behavior that is reinforced by the processes, templates, and forms required to secure next year’s funding.

However, as Godin warns, “When the boss demands a strategy that comes with certainty and proof, we’re likely to settle for a collection of chores, tasks, and tactics, which is not the same as an elegant, resilient strategy. To do strategy right, we need to lean into possibility.”

The Realities We Must Confront

Godin challenges us to confront several uncomfortable truths:

Today’s data doesn’t predict tomorrow: Executives rely heavily on easily measurable metrics based on false proxies when they make decisions. While these metrics provide a sense of control and comfort, they close our eyes to emerging opportunities and threats.  When AT&T’s executives considered exiting the cell phone market in the 1980s, they turned to McKinsey to find data to inform their decision.  Estimating that the total worldwide market for cell phones was 900,000, AT&T executives were comfortable exiting.   It’s unknown if that comfort was worth the $11.5 billion AT&T spent to acquire McCaw Cellular in 1995.

Serving everyone serves no one: “Strategy myopia occurs when we fail to identify who we seek to serve and focus on what we seek to produce instead.”  AMEN!  True strategy begins with a deep understanding of our customers’ evolving needs, not just their current preferences. This requires empathy, foresight, and a willingness to challenge our assumptions.  It also requires us to listen and act on what we hear from customers and not just from our bosses.

“All of the Above” is not an option: Strategy requires that we make choices and is as much about what we choose not to do as what we commit to doing. It requires the courage to say no to good opportunities in service of great ones.  It requires facing your FOMO (Fear of Missing Out), loss aversion bias, and finding the courage to keep going.

5 Practical Steps You Can Take

If any of these sound familiar, it’s because they’re also innovation best practices. 

  1. Dedicate One Day per Month for Strategic Thinking: Set aside one full day each month for long-term strategic questions, free from the “Tyranny of Now.”
  2. Cultivate Diverse Perspectives: Invite and listen to voices from different backgrounds, disciplines, and levels within the organization.
  3. Embrace Small-Scale Experimentation: Run a series of small, low-cost, low-profile experiments instead of betting everything on a single initiative.
  4. Redefine Success Metrics: Move beyond traditional financial metrics to include indicators of future potential, such as customer lifetime value and adaptability to change.
  5. Foster a Culture of Questioning: Channel your inner two-year-old and ask “why” with genuine curiosity. Encourage your team to challenge assumptions because the most transformative strategies often emerge from questioning the status quo.

As we continue through this season of strategic planning, let’s challenge ourselves to think beyond the annual budget. Let’s envision the future we want to create and chart a course to get there. After all, in the words of Godin himself, “It doesn’t matter how fast you’re going if you’re headed in the wrong direction.”

Image credit: Pexels

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.