Tag Archives: Customer innovation

How Your Customers Can Drive Innovation that Delivers Growth

Surachita Mishra shared best practices on “How Your Customers Can Drive Innovation that Delivers Growth” during Total CX Leaders Conference, June 4, 2015.
‘In a world of change, the learners shall inherit the earth, while the learned shall find themselves perfectly suited for a world that no longer exists.’- Eric Hoffer, American social writer and philosopher
Last week’s Total CX Leaders Conference was a high-engagement learning event that brought together Customer Experience (CX) thought leaders from across multiple industries. Surachita Mishra, Senior Director, Customer Intelligence, Analytics, and Experience for Sysco, shared these best practices during her session “How Your Customers Can Drive Innovation that Delivers Growth”:
1. Pick a good problem to solve. A good problem is one that customers feel a real pain and the customer pain affects the front line.
2. Find your co-founder(s). A good co-founder is someone who understands the why and can envision the how.
3. Get program management right. The three Ps of good program management are Problem Solving (which you must own end-to-end), Progress Mindset, and People Focus.
4. Test and learn with your customers every step of the way. Bring in customers multiple times throughout the innovation journey.
5. Create pull – have a marketing mindset. Be willing to take risks. Make people feel like something great is happening.
6. Look in the mirror. This is a leadership role for people who care more than most.

Let’s keep the Total CX Leaders Conference conversations going! Stay connected with TCXL15 at:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.


Invest in Your Customers’ Futures

Photo: Fremont Street Experience in downtown Las Vegas, Nevada by David Stanley, Nanaimo, Canada

In “Who Do You Want Your Customers to Become?”, Michael Schrage maintains that your organization’s innovations should be investments in your customers’ futures. He proposes to “shift the focus from extracting value from customers to making customers more valuable. Simply put, this new focus redefines the purpose of innovation ‘ which is not just designing better products and services, but designing better and more valuable customers.”

Looking for a resource to help your organization redefine their innovation mindset? Immerse yourself in innovation at this year’s Back End of Innovation (BEI) event in Las Vegas, Nevada, Oct. 6-8.

You’ll learn how organizations are investing in their customers’ futures. Kim Schaefer, Director of Communications, The Downtown Project, presents “Redefining a City.” By helping to revitalize a downtown Las Vegas neighborhood that has been in a state of decline for many years, The Downtown Project is helping to redefine the image of the city itself. This organization is working to create an environment of entrepreneurship, learning, collaboration, innovation and creativity that it hopes will inspire communities around the world.

To learn more about BEI and register, go to www.BackEndofInnovation.com

Stay connected with BEI:
- twitter.com/BEI_Innovation #BEI14
- linkedin.com/Back End of Innovation
- facebook.com/BackEndofInnovation

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Spearheading Innovation – How to Generate Consumer-Centric New Products Webinar

60-80% of all newly introduced products are no longer on the shelves about one year later – causing an tremendous value destruction for companies, trade, and shareholders.

This Webinar will introduce you to the logic of a simple model, called ‘The Spearhead’ ‘ a systematic process how to transform consumer insights into consumer-centric product concepts that actually sell in the marketplace. Following this logic has proven to produce successful product concepts, thus reducing the percentage of in-market failures.

The producers of the Shopper Insight in Action Conference invite you to join Prof. Dr. Hans-Willi Schroiff to learn:
- How to build a ‘Consumer Learning Plan’
- How to distill relevant ‘Anchor Themes’ from the sea of knowledge
- How to transform an anchor theme into a set of creative new product concepts
- How to select and improve a winning concept
- How to test product concepts

 Register here: https://cc.readytalk.com/r/q5h2vt9bgja4&eom
 Mention Priority code: M2615w1blog

Date: Thu, Feb 13, 2014
Time: 10:00 AM EST
Duration: 1 hour
Host(s): Shopper Insights in Action

Presenter Information

Prof. Dr. Hans-Willi Schroiff joined the RWTH School of Business and Economics as a faculty member and Honorary Professor in 2002, where since then he teaches BA/ MBA courses all year round. Besides that, he is a frequently invited lecturer/ speaker at top business schools in Europe and in the US (e.g. Tuck School of Business, Harvard Business School, London Business School, European School of Management and Technology – Berlin, INSEAD Fontainebleau etc.).

He is the author of numerous publications and a keynote speaker at business conferences in Europe and in the US. From 1999-2008 he served as an Executive Council member of the Marketing Science Instititute (MSI) in Boston. Prof. Schroiff is on the Advisory Board/ Board of Directors of several international market research companies, such as Dialego and YouGov Germany. In the beginning of 2013 he became a co-founder and managing partner of MindChainge, an international consulting firm focusing on consumer-centric innovation.

The Explor Awards Finalists: ANZ National Bank’s Voice of Customer Platform is a Major Innovation for Customer Insight Programs

The EXPLOR Awards are back at TMRE this year! This week, we’ll be taking a look at the four finalists!

Finalist #4: ANZ National Bank Ltd

Represented by: Andrew Ammundsen, Head of Customer Insight ‘ Marketing Information, ANZ National Bank Ltd

While many companies are adopting email and online surveys to collect feedback, we have moved several steps forward, creating an automated feedback loop that connects customers with frontline staff around specific ‘moment of truth’ transactions. Through automated real-time email alerts and daily-updated dashboards, the program has empowered customer-facing staff to harness the voice of the customer to effect rapid, positive change to the customer experience. Automation has also helped generate large cost savings for the bank.

The 2010 EXPLOR Awards winner will be announced at The Market Research Event, taking place November 8-10, 2010.

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