Here are some insightful articles related to competitive intelligence and customer intelligence.
Emotional Intelligence: Cult or Competitive Advantage This is a great rebuttal to Adam Grant’s recent article, “Emotional Intelligence is Overrated.” There is a lot more scientific proof that a high EQ is a teachable skill, and that people respond well to those who have empathy. Competitive intelligence is a people business, and those who can motivate people to share have a leg up. Having a high EQ and empathy motivates most people to share. As Dr. Kenneth M. Nowack concluded in his article on this subject, “It’s not how smart you really are that matters in terms of work and life success, but how you are smart.”
How to Build a Culture of Givers: 4 Tips Authored by Laura Montini, this article reports on Prof Adam Grant’s recommendations, the same one who somewhat slammed emotional intelligence above. You can see this perspective here, “What you want is a disagreeable giver–one who will tell it like it is without regard for your feelings, but only because he or she has the best intentions for your organization at heart.” As a proponent of emotional intelligence, I think it’s better if they do have some regard for your feelings.
In competitive intelligence, we expect our sources to share with us. I enjoy Prof Grant’s Reciprocity Ring as a crowdsourcing way to get people to ask and provide answers in an open forum within the company. Everyone in the ring is required to ask for something. “When the whole room is making requests, it’s not uncomfortable,” Grant said.
When everyone’s requests are out in the open, individuals in the group decide which ones they’re best equipped to handle based on their expertise. “And make no mistake. Everyone will give,” Grant says.
“The takers actually start giving because everybody’s contributions are visible and they worry that if they don’t volunteer to help anyone, they’re going to get caught. The end result? Employees will get on board with the idea of building a culture of givers. That’s because they’ll see that if they give more, everyone can get more of what they want.”
This is a visible and cooperative way to engage your fellow employees to ask for and give tips to strengthen your company’s competitive position. How do you engage your employees to share?
Employers Want Critical Thinkers, But Do They Know What It Means? This article spoke to me as a competitive intelligence professional since many in our profession spend too much time monitoring the competitive market and place too much weight on digital information. Critical thinking takes time and reflection, which corporations don’t give in the rush, rush, rush culture of most. Critical thinking is an essential skill for competitive intelligence professionals, and many of us are too reactive due to the influx of data that is streaming our way. What do you think?
10 Great Questions Product Managers Should Ask Customers, shares some great questions that can also be used in win loss interviews. After all product managers need to know how and why customers use your products, and how they could work better for them. Customer intelligence is such a key piece of competitive intelligence. My 3 favorite questions that Jim Semick suggests are:
- How do you feel about the current solution or product? This one is good for understanding opportunities to differentiate your product from competitors or simply learning how they use the product or service presently.
- What is the most frustrating thing about the current solution or product? This is how to discover your customer’s pain. You can go deep on this one with some follow up probing.
- What do you wish you could do with this product or solution that you can’t do today? This is a great feed to product development, and sometimes opens up unintended uses for the product.
What are your favorite questions?