Lance Bettencourt

Lance A. Bettencourt, PhD, is a founding partner of Service 360 Partners, business speaker, and a customer-focused innovation thought-leader and advocate.

Lance helps companies to gain a deep understanding of value from a customer perspective in order to enable innovative thinking and drive customer-focused change. Through a combination of training, research, and workshops, Lance provides companies with a unique perspective on opportunities that can both transform current customer experiences and shape entirely new products, services, and business models.

Lance has worked with many of the world’s leading companies to uncover innovation opportunities, including ADP, Microsoft Corporation, Colgate-Palmolive, Hewlett-Packard Company, State Read more

Lance A. Bettencourt, PhD, is a founding partner of Service 360 Partners, business speaker, and a customer-focused innovation thought-leader and advocate.

Lance helps companies to gain a deep understanding of value from a customer perspective in order to enable innovative thinking and drive customer-focused change. Through a combination of training, research, and workshops, Lance provides companies with a unique perspective on opportunities that can both transform current customer experiences and shape entirely new products, services, and business models.

Lance has worked with many of the world’s leading companies to uncover innovation opportunities, including ADP, Microsoft Corporation, Colgate-Palmolive, Hewlett-Packard Company, State Farm Insurance, TD Bank Financial Group, and others. He has also led service and innovation workshops with executives from hundreds of companies, including Dunn & Bradstreet, Intel, McDonalds, Ingersoll-Rand, Marriott, Roche, and the Central Intelligence Agency.

He is also a recognized thought-leader in the areas of service and innovation excellence, having published several papers in Harvard Business Review, MIT Sloan Management Review, California Management Review, Business Horizons, and Marketing Management. He is also author of Service Innovation: How to Go from Customer Needs to Breakthrough Services (McGraw-Hill 2010). Formerly, he was a marketing professor at Indiana University and Arizona State University and still holds the title of Distinguished Marketing Fellow with the Neeley School of Business, Texas Christian University.

Lance holds a BS in Business from California State University and a PhD in Marketing from Arizona State University. He is also a certified Midnight Lunch™ collaboration experience facilitator.

I rely on my experience and expertise to propose what is best for each client’s situation. As such, my engagements vary in both size and focus. However, they all incorporate a unique and powerful perspective on customer needs to support client decisions.

For clients who seek a big impact with a modest investment, I might suggest a one-day workshop that quickly aligns a team around customer-focused priorities and actions.

For clients who need insight to shape a current innovation opportunity, I might rely only on customer interviews to give insight into unmet needs and the features of an ideal service.

And, finally, for clients who require a deep understanding of customer needs to guide innovation and strategy investments, I might also recommend prioritization of customer needs followed by one or more action-oriented strategy workshops.

• Abbott Medical Optics
• ADP
• Chiquita
• CIA
• Colgate-Palmolive
• Collective Brands
• Covidien
• Dunn & Bradstreet
• Ethicon
• Hewlett-Packard
• Ingersoll-Rand
• Intel
• Marriott
• McDonalds
• Microsoft
• Morningstar
• Roche
• State Farm Insurance
• Toronto Dominion Bank
• Tyco
• Wellpoint

• Abbott Medical Optics
• ADP
• Chiquita
• CIA
• Colgate-Palmolive
• Collective Brands
• Covidien
• Dunn & Bradstreet
• Ethicon
• Hewlett-Packard
• Ingersoll-Rand
• Intel
• Marriott
• McDonalds
• Microsoft
• Morningstar
• Roche
• State Farm Insurance
• Toronto Dominion Bank
• Tyco
• Wellpoint