Innovation Management Software

Companies need more than just good ideas: they require a structure that allows them to manage, evaluate, and develop those ideas efficiently. This is where innovation management software comes into play, an indispensable tool for any organization that seeks to systematize its innovation process and maximize the impact of its creative efforts.

What is Innovation Management Software?

Innovation management software is a platform designed to facilitate and organize the innovation process within a company. Similar to project management tools but with a focus more oriented towards the generation and development of ideas, this type of software allows organizations to effectively manage the life cycle of their innovative initiatives, from the conception of an idea to its implementation.

Key Features of Innovation Management Software

There are several key elements to consider when evaluating software for innovation management. Depending on the company and its characteristics, and on how its innovation process operates, each organization will value certain features more than others.

  • Secure Collaborative Space: These tools provide a safe and organized environment where teams can collaborate, share ideas, and work together towards innovation. Effective collaboration is key to transforming an idea into a viable solution.
  • Templates and Guides for Strategic Planning: The software typically includes customizable templates and guides that help organizations define and plan their innovation strategy. This ensures that ideas are aligned with the company’s strategic objectives.
  • Progress Tracking and Milestone Generation: The ability to define and track progress through milestones is essential. These tools allow teams to clearly visualize which stage of development each project is in, making management and informed decision-making easier.
  • Stage Progression Scheme for Product Development: A crucial aspect of innovation management is the ability to structure product development through a well-defined stage progression scheme. This helps ensure that each idea is rigorously evaluated and developed before moving on to the next phase.
  • Mobile-Friendly Interface: With the increase in remote work and the need for accessibility, many of these software solutions offer mobile interfaces, allowing teams to collaborate and manage projects from anywhere, at any time.
  • Secure Access and SSO (Single Sign-On): Security is a priority. These systems usually offer secure access through SSO integration, ensuring that only authorized individuals can access sensitive information and collaborate on projects.
  • Project Budgeting and Forecasting: Financial management is a critical component of innovation. Innovation management software allows for precise budgeting and forecasting, ensuring that projects stay within budget limits and resources are optimized.
  • Prototyping and Integration: Some tools offer integrated prototyping capabilities (for certain projects) or through integrations with other platforms, facilitating the development and validation of ideas in early stages.
  • Crowdsourcing and Surveys: To foster open innovation and gain valuable insights, many of these software solutions include crowdsourcing and survey functions. This allows for the involvement of a larger number of participants, including employees and customers, in the idea generation process.
  • Customizable Fields for Data Collection: Flexibility is essential, so these tools often allow for the customization of data fields according to the specific needs of the project or organization, making data collection more relevant and useful.

Examples of Innovation Management Software

Some of the most recognized platforms in this field include:

  • Miro: Ideal for visual collaboration and brainstorming, Miro offers a dynamic space where teams can creatively and collaboratively visualize their ideas.
  • Planview: A robust tool that combines project management with advanced strategic planning capabilities, perfect for organizations seeking comprehensive control over their innovation initiatives.
  • Basecamp: Although better known as a project management tool, Basecamp is also very effective for organizing and managing innovation initiatives, especially in collaborative environments.

Innovation management software is not just an additional tool but an essential component for any organization that wants to approach innovation systematically and effectively. These platforms not only facilitate the generation and development of ideas but also ensure that innovation initiatives are aligned with the company’s strategic objectives and are managed efficiently.

In a business environment where speed and adaptability are crucial, having software that centralizes and optimizes the innovation process can make the difference between leading the market or falling behind. So if your company has not yet explored these tools, now is the time to do so. Don’t let your ideas stay on paper!

Let’s talk about technological foresight

Technology foresight conducts long-term analyses to predict future technological developments and prepare for them: would Swiss watch manufacturers have faced the fate they did if they had foresight into the impact of the Asian digital watch?

Foresight is an essential practice that enables companies and organizations to stay at the forefront of innovation and competitiveness. Below, the main objectives, methods, techniques, and information resources used in technology foresight are described.

Objectives of Technology Foresight

Informed Decision-Making: Provide data and analysis that facilitate strategic decisions based on reliable information, knowing that the reliability of the information depends on who interprets it.

Risk Mitigation: Identify possible threats and prepare strategies to minimize them.

Opportunity Identification: Detect new areas of opportunity for development and growth, and for competitive improvement.

Competitive Advantage: Stay ahead of the competition by anticipating emerging trends and technologies.

Policy Formulation: Develop policies and strategies aligned with future trends and technological needs.

Methods and Techniques Used in Technology Foresight

There are different methods to think about the future and how technology can impact the company in the long term. Some are repeated with technological surveillance, such as patent analysis, and are as follows:

Expert Panels: Meetings of experts in different areas to discuss and analyze possible technological futures and their implications.

Trend Analysis: Evaluation of historical and current data to identify patterns and trends that may indicate future developments.

Scenario Planning: Creation of different possible future scenarios to assess how they might develop and what impacts they might have.

Technology Roadmapping: Methodology to plan the development of technologies over time, aligning resources and strategies with technological goals.

Delphi Method: Iterative survey technique that gathers and refines the opinions of a panel of experts to reach a consensus on future technological developments.

Horizon Scanning: Search and analysis of early signs of changes and future developments in the technological environment.

Patent Analysis: Study of patent databases to identify new inventions and trends in technological innovation.

Wild Cards Analysis: Evaluation of unlikely but high-impact events that could significantly alter the technological landscape.

Information Resources Used

To conduct effective technology foresight, various sources of information that provide reliable and relevant data are used, again some repeated with technological and environmental surveillance, though looking towards the future instead of the present:

Scientific and Technical Literature: Articles and studies that present the latest advances and discoveries in science and technology.

Patent Databases: Information on new inventions and trends in intellectual property.

Market Research Reports: Market analyses that provide insights into current and future trends.

Government Reports: Official documents that provide information on policies, regulations, and government-supported technological developments.

Innovation Ecosystems: Networks and collaborations among different actors in the technology sector that facilitate the exchange of ideas and the joint development of innovations.

Integration into the Innovation Strategy

Technology foresight is not just about collecting and analyzing data, but about integrating this information into the company’s innovation strategy. Through an interdisciplinary approach, it ensures that the different aspects of the analysis are considered and aligned with the organization’s strategic objectives. This allows the company to be proactive, adapt quickly to changes, and seize emerging opportunities.

Technology develops and transforms companies at an ever-faster pace. I wonder if the life cycle of companies will shorten in the future, if companies will be single-generation, if there will no longer be companies over 100 years old, 100 years from now.

Let’s talk about environment surveillance for innovation

Environmental surveillance involves observing the economic, social, and regulatory environment to anticipate changes that could affect the innovation strategy. It is a fundamental practice for any company that seeks to remain competitive and adaptable in a constantly changing environment.

Below, the main objectives, information resources, and tools used in environmental surveillance are detailed. As with all elements of external analysis, each company must customize the objectives, resources, and tools to its profile and options, to what serves it best.

Objectives of Environmental Surveillance

Risk Mitigation: Identify and evaluate possible external threats that could negatively affect the company, allowing it to anticipate and mitigate associated risks.

Opportunity Identification: Detect new business opportunities and potential areas of growth in the market.

Adaptation: Facilitate the company’s ability to adapt to changes in the external environment, ensuring a quick and effective response.

Regulatory Compliance: Ensure that the company complies with all applicable regulations and standards, avoiding penalties and improving its reputation.

Competitive Advantage: Obtain and maintain a competitive advantage by being better informed and prepared than competitors.

Information Resources for Environmental Surveillance

To carry out effective environmental surveillance, it is important to use various sources of information that provide reliable and relevant data. The main sources of information include:

Market Research: Studies and analyses of the market that provide information on trends, consumer behaviors, and growth projections. Consumers and their consumption habits change over time, and this is an important element that companies cannot ignore.

Competitor Analysis: Evaluation of competitors’ strategies, strengths, and weaknesses to anticipate their moves and plan accordingly. In this regard, it is important to observe competitors’ innovation strategies, at least at the level of products and services and marketing (since process and organizational innovation is more difficult to detect from the outside).

Industry Reports: Reports and analyses of the sector that offer an updated view of the state and prospects of the industry.

Government and Regulatory Agencies: Information on policies, regulations, and normative changes that could affect the company.

Trade Associations: Organizations that aggregate and provide data, reports, and analyses about the sector, as well as networking and collaboration opportunities.

Customer Feedback: Opinions and comments from customers that can reveal market needs and preferences. Nowadays, all companies constantly ask for customer feedback, which tires them out; my proposal is to focus attention on customers who were not satisfied, as they are much more likely to share their feedback.

Media and News: Sources of information about current events, trends, and changes in the economic, social, and political environment.

Integration into the Innovation Strategy

All the information collected and analyzed through environmental surveillance is used to carry out scenario planning. This process involves creating possible and plausible future scenarios, considering both the opportunities and threats identified. Additionally, regulatory and ethical considerations are taken into account, ensuring that the company is not only innovative but also responsible and compliant with regulations, as well as aligned with its values.

Integrating this analysis into the innovation strategy ensures that decisions are based on concrete and updated data, promoting a strategy of continuous learning and adaptation. This allows the company to be proactive rather than reactive, seizing opportunities before competitors and effectively minimizing risks.

Let’s talk about Technological Surveillance

Technological surveillance is an essential practice for any company that wants to stay competitive and at the forefront of its sector. It involves continuously observing and learning from the technological environment to identify new trends, emerging technologies, and competitor movements that can impact my company in the short and medium term.

The objectives of technological surveillance are diverse and range from identifying emerging technologies to strategic planning. Below is a starting model for organizing a company’s technological surveillance, including objectives, data sources, and tools used, as well as its integration into the company’s innovation strategy. Not all the resources listed here make sense for all companies; each will have to choose and implement what is most convenient according to their case.

Objectives of Technological Surveillance

Identification of Emerging Technologies: Detect new technologies that can revolutionize the market and offer competitive advantages.

Competitive Intelligence: Monitor competitors’ activities to anticipate strategic moves and adapt one’s own strategies.

Risk Mitigation: Identify potential technological threats and prepare to mitigate associated risks.

Innovation and R&D: Support research and development activities with up-to-date information on technological advances.

Strategic Planning: Promote informed strategic decision-making with relevant and updated data on technological trends.

Data Sources for Technological Surveillance

To carry out effective technological surveillance, it is important to use various data sources that provide reliable and relevant information. The main data sources include:

  • Patent Databases: Offer information on new inventions and trends in intellectual property. The most interesting part is not so much identifying the “how” of the patent (how the innovation is made) but the “what” (what innovation is being introduced to the market, and what change it implies for my business).
  • Academic Research: Articles and academic studies that present the latest scientific and technological advances.
  • Industry or Sector News and Reports: Reports and analysis of the sector that provide an updated view of the market.
  • Competitor Activity: Observation and analysis of competitors’ strategies and movements.
  • Attendance at Sector Conferences and Trade Shows: Events where the latest innovations are presented and sector trends are discussed.
  • Open Innovation Platforms: Spaces where ideas and collaborative projects are shared among different market actors.

Practically, learning about technological changes with potential impact involves subscribing to newsletters from suppliers, competitors, and collaborators, attending trade shows, networking and sharing information, vision, and knowledge with peers, and setting up alerts for keywords or concepts in patent databases, academic articles, and Google.

Tools for Technological Surveillance

Using appropriate tools is essential for managing and analyzing the large amount of data collected during the technological surveillance process. Some of the most commonly used tools are:

  • Data Analytics: Techniques and software that allow analyzing large volumes of data to identify patterns and trends. The exponential technologies currently emerging in the market will be very significant for the evolution of these tools.
  • Innovation Management Software: Platforms that facilitate the management of innovation projects, management of programs or research lines, and the integration of technological surveillance data.
  • Customized Alerts: Systems that send notifications about new developments and relevant changes in the technological environment.

Integration into the Innovation Strategy

All the information collected and analyzed through technological surveillance is used to carry out a technology assessment. This process of technological evaluation allows the company to better understand the technological landscape and how it can impact its innovation strategy. Integrating this assessment into the innovation strategy ensures that innovation decisions are based on concrete and updated data, which increases the company’s ability to adapt to changes and seize new opportunities.

In conclusion, technological surveillance is an indispensable tool for any company that aspires to integrate innovation. Through the identification of emerging technologies, competitive intelligence, risk mitigation, support for R&D, and strategic planning, companies can stay at the forefront and ensure their competitiveness in an ever-evolving environment.

Knowledge management in innovation: Key to business success

Knowledge management is a crucial element in any innovation strategy. The ability to capture, organize, and use both internal and external knowledge can make a difference in learning as innovation projects are executed. In this post, I would like to share some reflections on the type of knowledge handled by an innovative organization and how to manage it in a way that allows us to learn from the process.

Internal Knowledge: Identifying and Capturing the Essentials

Internal knowledge is generated within the organization over time. Capturing and organizing this knowledge is essential to avoid the loss of valuable information and to continuously improve innovation processes. Here is a way to organize the process and key resources to consider:

Identifying What Type of Knowledge Is Important to Incorporate into the Organization:

  • Innovation Project Knowledge: Document each stage of the project, from conception to implementation.
  • Post-Project Reviews: Evaluate what worked and what didn’t, to apply these learnings in future projects.
  • Lessons Learned: Record the key learnings from each project.
  • Best Practices and Templates: Create and share templates and best practices to facilitate the repetition of successes and avoid reinventing the wheel.
  • Intellectual Property Management: Ensure that innovations and discoveries are properly protected and managed.

Create a Knowledge Repository:

  • Centralize all information and make it accessible to all members of the organization.

Develop a Knowledge Capture Process:

  • Establish clear procedures for capturing, storing, and (most importantly) accessing information, so that those who come later can incorporate it as easily as possible.

External Knowledge: Technological Surveillance and Foresight

External knowledge comes from sources outside the organization and is equally important to maintain competitiveness, especially regarding open innovation. Here are three key activities for managing external knowledge:

Technological Surveillance:

  • Technological surveillance involves continuously observing and learning from the technological environment to identify new trends, emerging technologies, and competitive movements that can impact my company in the short and medium term.

Environmental Analysis and Monitoring:

  • The idea is to observe the economic, social, and regulatory environment to anticipate changes that could affect the innovation strategy.

Technological Foresight:

  • Foresight involves analyzing how technology might evolve in the long term to anticipate future technological developments and prepare for them.

Managing knowledge in innovation is not just a matter of internal organization but also of being attentive to changes and trends in the environment. By capturing and organizing both internal and external knowledge, organizations can improve their innovation capacity and remain competitive in a constantly changing world. Incorporating these resources and formalizing them within the company is essential in an environment where the only constant is change.

Innovation types and their relevance in determined industries

Though Oslo Manual only identifies four types of innovation (product, process, organization and commercialization) here are several types of innovation, each with its relevance to various industries. Understanding these types of innovation can help organizations identify opportunities to drive change and stay competitive.

Here are some key types of innovation and their relevance to different industries:
– Product innovation involves developing new or improved products or services. It’s highly relevant to industries such as technology, consumer electronics, pharmaceuticals, and consumer goods. For example, companies like Apple continuously introduce new versions of their smartphones and laptops, showcasing product innovation.
– Process innovation focuses on improving internal processes and operations. It’s crucial in manufacturing, logistics, and industries where efficiency and cost reduction are paramount. Automotive manufacturers, for instance, have implemented robotic automation and lean manufacturing techniques for process innovation.
– Service innovation pertains to creating new or improved services and customer experiences. It’s significant in sectors like hospitality, healthcare, and financial services. Companies like Airbnb disrupted the hospitality industry by introducing a new platform for travelers to find unique accommodations, showcasing service innovation.
– Business model innovation involves rethinking how a company creates, delivers, and captures value. It’s critical in industries facing disruption or seeking new revenue streams. Netflix transformed the entertainment industry with its subscription-based streaming model, an example of business model innovation.
– Marketing innovation focuses on how products or services are promoted and delivered to customers. It’s vital in the advertising, media, and retail sectors. Social media platforms like Facebook and Instagram have introduced innovative advertising and targeting techniques, driving marketing innovation.
– Organizational innovation relates to changes in an organization’s structure, culture, or management practices. It’s relevant in all industries but particularly critical in traditional or bureaucratic organizations looking to foster agility and adaptability. Startups often embrace flat hierarchies and flexible work cultures as forms of organizational innovation.
– Technological innovation involves the development of new technologies or the application of existing ones in novel ways. It’s highly relevant in industries like information technology, healthcare, and energy. Tesla’s advancements in electric vehicle technology are a prime example of technological innovation within the automotive industry.
– Social innovation addresses societal challenges and seeks to improve the well-being of communities and individuals. It’s important in nonprofit organizations, public sector initiatives, and socially responsible businesses. Microfinance institutions that provide financial services to underserved populations represent a form of social innovation.
– Sustainability innovation focuses on reducing environmental impacts and promoting sustainable practices. It’s crucial in industries with significant environmental footprints, such as agriculture, energy, and construction. Companies in the renewable energy sector, like solar and wind power providers, exemplify sustainability innovation.
– Cultural innovation involves the creation of new cultural norms, trends, and expressions. It’s relevant in creative industries like fashion, entertainment, and art. Designers and artists who introduce new styles and trends contribute to cultural innovation.

Understanding these types of innovation and their relevance to different industries helps organizations tailor their innovation strategies to align with their specific goals and challenges. Successful innovation often involves a combination of these types to address various aspects of a business or industry.

Promoting innovation and sustainability through industrial engineering, a new challenge for the COEIB

We recently presented the new Strategic Plan of the College of Industrial Engineers of the Balearic Islands.

This strategic plan begins by offering a detailed vision of the economic, social and professional context of the Balearic Islands and the role of the Official College of Industrial Engineers of the Balearic Islands (COEIB). In recent years, the Balearic Islands have experienced significant growth in sectors such as tourism, demography, commerce and construction. Tourism, in particular, has been an engine of post-pandemic recovery, contributing substantially to the region’s GDP.

The COEIB, regulated by various laws, has had to navigate through significant legislative changes, adjusting to new regulations on visas and membership.

Currently, it faces challenges such as lack of purpose, low commitment of engineers and a majority of senior members. Internally, the COEIB offers a wide range of services, including electronic visa, membership, training and a job bank, among others. Most of its members are professionals in free practice, work in public administration, or are employees in companies.

At a global level, engineering is crucial to achieving the Sustainable Development Goals. In particular, industrial engineering is undergoing a transformation with the advent of Engineering 4.0, sustainability, new management models, the reorganization of value chains and other technological and non-technological innovations.

The COEIB, through its strategic plan, seeks to adapt to these internal and external changes. The vision is that engineers can assume greater responsibility in the world to come for future generations, so the purpose identified for the school becomes Promote the sustainability and innovation of the Balearic Islands through industrial engineering.

The action plan for the period 2024-2027 includes several programs such as free exercise, training, social club, professional development, representation and advice to the administration. Cross-cutting axes such as management, communication and creation of the knowledge map of the group of engineers are also identified.

This plan seeks to consolidate the role of the COEIB in the professional development of engineers and their integration into society, adapting to the current needs and challenges of the profession and the economic, environmental and social context in the Balearic Islands. It has been a pleasure and an honor to contribute to structuring the future activity of the school, I hope we can see results soon.

Thinking about an organization’s strategy starting from its purpose.

In recent years, I have participated in defining the strategy of various organizations: an audiovisual cluster, a chemical cluster, a research institute, a public company, different businesses… and recently also an engineering college.

I was thinking about what I could share regarding the definition of the strategy of organizations that do not depend on a single person, the owner, the executive, or the entrepreneur, but rather on a collective.

One of the elements to consider in defining the strategy of these types of organizations is the importance of the narrative: in my view, building a strategy shared by the collective involves carefully listening to the different elements of the collective and putting words to the organization’s song, crafting a story about what the organization is and what it aspires to be, and what its role is towards the collective and society as a whole.

In this same line, once we have the organization’s narrative, its song, it is fundamental to identify its purpose, which is the reason why it must continue operating in its environment, what society and the planet would lose if the organization disappears. The purpose, to me, is more about the organization’s life meaning, it is the organization itself that defines it, and it is not the same as the organization’s mission, which is the meaning given to the organization by the elements that constitute it. In the end, it’s about observing what life gives you to offer what life asks of you, and the purpose would have to do with what life asks of you.

The traditional structure of strategic planning includes an internal analysis (who we are, what we want, with whom we can have it, and how) and an external analysis (political, economic, social, technological, ecological, and legal factors that affect or can affect the organization’s activity, among others). These internal and external analyses are usually summarized in a SWOT diagram (Strengths, Weaknesses, Opportunities, Threats) of the organization, and from there the mission, vision, and objectives of the organization for the next period, usually about 3-4 years, are defined.

In a highly changing environment like the one in which organizations usually operate, one might think that it makes less and less sense to define and specify what the organization will do in the next 3-4 years, since in most sectors the level of change is too high to maintain the same organizational trajectory for so long. In my experience, it makes a lot of sense to do the internal and external analysis and detailed definition of the purpose, mission, vision, objectives, and other elements at least once every 10-12 years because this contributes to creating a narrative about who the organization is and what it wants to do, as a general approach, and to reach consensus among the different agents on this approach.

However, once this is done, it can be observed that the purpose of the organization is practically the only thing that does not change. That is why, as part of the strategy and thinking about shorter-term planning, I like to represent the organization’s business model canvas, how it is now, and the business model canvas of how it can evolve in the next period, to pull it in that direction. With this tool, one can organize and imagine where the organization can evolve and establish objectives and key expected results that lead the organization to be what it is called to be.

Doing an annual review of the canvas and a proposal of what should change constitutes a short-term strategic planning model that I believe allows organizations to adapt much better to the intrinsic instability of the times we live in. The simplicity of the model makes it much easier to convey what is important for the next period to all involved, allowing them to align much better with the organization and pull together in unison in the same direction.

Mariona 2.0

Little by little we are putting together the pieces of this new professional stage of mine. After 4 years as managing director of the Institut d’Innovació Empresarial de les Illes Balears, IDI, the regional development agency of the Balearic Islands, I return to my work as a freelance consultant in innovation management.

In the previous stage, I worked as a freelancer under the name InnoBalears, and the posts before this one (you will see posts from 2005!) correspond to that stage.

Between 2019 and 2023, I wrote on the IDI blog, the company I ran, and now I once again choose this format as a way to disseminate the reflections that arise from my work, in case they inspire or serve, and also to make them more present.

I begin this new stage with enthusiasm, commitment, joy of life and a lot of work, really!

I made the decision to open this new freelance phase after a process of reflection on how I wanted to live the next few years and how could I contribute in the best possible way to the society I would like to create: a sustainable society, which makes the most of the capacity of individual and collective thinking and love towards ourselves, towards those we love and towards all beings, to make decisions.

On this website you can see a little what type of projects I have done and from where, I hope it helps you. My plans for the next few years include continuing to identify and incorporate new innovation management tools and models, working on interesting topics with incredible people, promoting the blue economy, being a digital nomad, contributing to the change I want and continuing to walk with my mind on march and open heart.

You know, with me there is always time for an infusion, a coffee, a beer or whatever you have to share what you have at hand: a project, a dream, an idea, a vision or a problem.

I hope we are lucky.

Topic of the week – Dream Society

Basing on a comment heard from one of the most important investigators in Spain I discovered Rolf Jensen and his Dream Society. The comment was a question: how are the touristic sectors innovating? Traditionally, in industrial sectors, innovation is the result of more or less clever ideas perfectioned by hours of problem solving. It’s about things, so it’s more or less easy: just a matter of time.

What happens in touristic sectors? The type of product we have is about people’s feelings, their emotions, so it is not a matter of time any more, it is about creating new emotions, at that precise moment, through not so direct means (no mahines, no screw-drivers, no computers neither schemas, only people interacting at last).

I read something about Dream Society and my friend Bel Llodrà gave me the reference on Rolf Jensen (www.dreamcompany.dk), the ideologist. I thought I had discovered the panazea of what I had thought till that moment, the maximum component. I read the articles coming up the web page and I read The Dream Society (1999), the book.

The main thesis Jensen presents is that people historically have passed through several phases of needs coverance: hunters and gatherers, agriculture implementation, industrial revolution, society information. What is next, he says (and I agree), is the Dream society, the society where people will be ready to pay more for an emotion than for a determined technology asset. Jensen describes many examples, but one of the most clear to me is the one that speaks of watches: currently all watches are ready to perform perfectly their function in an accurate mode, but one can find a wide variety of prices to perform the same function (tell you what time it is).

He applies this theory to marketing areas, and here we get to the point: industrial revolution or information society have had an enormous impact in the world, and I think the impact Jensen describes is not the impact of a world-wide dimension (as the other historical changes were).

I think the impact of the Dream Society (maybe we should call it the emotion society) will be world-wide, and people will be willing to pay less for technology and more for feelings and emotions than they have ever been. Technology is suppoused to go through, and, from some time ago on, people will want to hear the story behind.

Let’s apply this vision on tourism. We have seen a big change on tourism demands in the last years that has had a big impact on traditional mass tourism destinations. Now that we have realised that what people want to buy are emotions, we will have to change the operations side of the business in order to provide emotions. This is (for example):

  • Telling stories instead of presenting products in the marketing side
  • Asking what type of emotion is the customer feeling when he or she gets our service
  • Changing the satisfaction survey questions (if you look at them you will realise thay are all about functionality (is it clean?), not about feelings (how did you feel when you got in the room: dark?, sad?, nervous?, happy?,…)
  • Training the company people in order to be able to tell stories themselves about who the company is

I think this would be a good beginning for a lasting and loving customer- company relationship and an excellent way to identify and understand how can touristic companies innovate to improve their competition position in the market.