Innovative Service Requires Character!

Wired and Dangerous

But, the largest issue is the impact on innovation. Innovation requires an atmosphere of trust. Fostering innovation takes leaders who live their work with the kind of values that would make their mother’s smile and their children proud.

Innovative Service: Emotional Connections for Great Experience

Wired and Dangerous

Customer Experience Customer Loyalty Customer Relationship Great Service Service Innovation customer relationship Customer Service Innovative Service76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them.

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Customer experience innovation: A shift in how to think about it

Customer Bliss

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it.

Customer Experience Fuels Innovation

CX Journey

Image courtesy of Skley How does customer experience fuel innovation? Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday.

Innovation before Digitization Disaster


It’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings. What’s more, the strategic direction and on-going support is ideally driven by the Executive team.

Moving at the Speed of Innovation

CX Journey

Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Only 30% of respondents believed that improving people's lives was a catalyst for change/innovation, and only 24% felt innovation was driven by a desire to make the world a better place.

Innovative Service: Serving without limitations

Wired and Dangerous

Innovative service is like preparing ramen. Customer Experience Latest News Service Innovation Customer Service service innovationRamen is a traditional Japanese noodle dish that, well prepared, is a highly desired delicacy. That is the backstory for the movie, The Ramen Girl.

Complacency or Innovation: You Decide

CX Journey

Can you innovate and fulfill better? Create a culture of innovation that allows employees to be creative and entrepreneurial. Don't stifle new ideas and innovation. Don't be content with what you're doing today; always be innovating and improving.

Mobile Innovation Is Not About Your Phone!


The post Mobile Innovation Is Not About Your Phone! Blog Communications Customer Engagement Customer Experience Featured Review beacons CONNECT Mobile Innovation Summit customization ecommerce Geolocation innovatioin Internet of Things IoT mobile personalization restaurant retail smartphone

Innovative Service: Customer Connections for Great Experiences!

Wired and Dangerous

Customer Experience Customer Relationship Service Innovation Customer Connections customer relationship Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference?

The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Vision Critical

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Take advantage of new methodologies in research innovation. Use consumer insight through the product innovation cycle.

Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56

Customer Bliss

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. Episode overview.

Reshaping retail: 3 innovation strategies for the e-commerce era

Vision Critical

Home audio brand Sonos, for instance, recently opened a “listening boutique” store, where customers can experience the company’s innovative products in person. Business Strategy Innovation Customer Experience omnichannel retail

From ideation to production: innovation secrets from Wolverine Worldwide

Vision Critical

As the 2016 Visionary Award winner for product innovation , Wolverine Worldwide has strategic insight that other brands should consider when incorporating customers into the development cycle. As I mentioned, we try to infuse consumer perspective throughout the process of innovation.

Leadership Reawakening: People Not Processes Create & Innovate

Kate Nasser

Ignite and engage employee innovation this way. People, not process, create and innovate! The post Leadership Reawakening: People Not Processes Create & Innovate appeared first on Employee Engagement Hot Topics and New Bits inspiration Leadership collaboration creativity employee engagement Innovation leaders people skills procedures process driven silos TeamworkLeaders, is your organization process driven. Even addicted to process?

Innovative Service and the Rules of Combat

Wired and Dangerous

We filed the clever set of rules away but recently dusting them off for a fresh look at innovative service. Innovative service seeks the road less traveled in the pursuit of ingenious and novel. Innovative service is scrappy and provocative. This week we celebrate Memorial Day.

2017: the Year of Innovative Service that Sparkles

Wired and Dangerous

We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of innovative service – consistently providing customers with a unique and unexpected customer experience creation. Thank you for following our innovative service blog.

Cooperation and Customer Innovation in an Airport


Ready to make your travel life easier? I need your help. If you are a regular traveler to or from regional airports that employ the diminutive CRJs and Embraers then you are familiar with the dreaded carry-on “gate check” procedure due to their limited overhead baggage capacity. On the surface, this seems great. You mean I don’t have. View Article

Exclusive Chicago Auto Show Interview: Consumer-Driven Innovations


Customers have a new voice in innovation. I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. The Chicago Auto Show, now in its 107th year(!),

Leadership Innovation Blocks: Are These Happening to You?

Kate Nasser

Leaders, are these leadership innovation blocks happening to you & your business teams? The post Leadership Innovation Blocks: Are These Happening to You? Many are not so obvious. Checklist fr The People Skills Coach™.

Drive Creativity And CX Innovation With Employee Empathy

Forrester's Customer Insights

age of the customer artificial intelligence (AI) B2C marketing brand experience chatbots customer centricity customer experience customer experience strategy employee engagement Innovation innovation management interaction & UI architecture personalization Hubspot INBOUND2017Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts.

3 Ways to Let Customers Guide Your Greatest Innovation


Customer data, feedback and market research can still help guide your next innovation. The post 3 Ways to Let Customers Guide Your Greatest Innovation appeared first on Customer Experience Consulting.

How Do Your Customers Rate Your level of Innovation?

Wired and Dangerous

This requires that we develop new and innovative approaches to consistently take our customers breath away. You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check.

Innovative Service: Serving Your Values

Wired and Dangerous

Customer Delight Customer Experience Service Innovation customer delight High Point University is a private college in High Point, North Carolina. When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student.

Innovative Hiring Practices

Brad Cleveland

Here are samples of things different organizations are doing to find, attract and hire the people they need: Zappos offers new employees payments equivalent to one month’s salary to leave. This helps ensure that those who stay truly want to be there.

Help Wanted: Data Innovation For The Data Economy

Forrester's Customer Insights

application development & delivery chief information officer (CIO) chief marketing officer (CMO) digital business advanced analytics analytics big data data commercialization data economy data innovation innovation insights services

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Magic Mirror Reflects Major Innovation for the Connected Consumer


Eye-popping innovation for top-notch service Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice.

Why Innovative Companies Invest in Customer Success


Innovative companies face a unique challenge: if the customer fails at using the technology, the company is to blame. They’ll blame the innovator even if they only logged in once. They’ll blame the innovator even if they never fully implemented the program.

4 Voices That Could Pull Your Company Out of the Innovation Rut

CX Journey

How do you drive innovation within your organization? Burkan says the following are classified as the edge: lost customers , rogue employees , fringe competitors , and fringe suppliers : he claims they are your best source of information to drive innovation.

Boosting Quality and Innovation

Brad Cleveland

Every customer interaction your organization handles provides implicit and/or direct insight into processes, products, policies, services, customers and the external environment.

Avaya Unveils Customer Engagement Innovations

Natalie Petouhof

Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. At the conference, Enterprise Connect , Avaya spoke at the key innovations that redefine the customer experience battleground and keep companies ahead of the curve, based on technology that supports more than 5 million agents globally.

Magic Mirror Reflects Major Innovation for the Connected Consumer


Eye-popping innovation for top-notch service. Mike’s favorite assignments are ‘Store of the Future’ and ‘Sustainable CX Innovation Platforms’. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin

Mega Innovation w/ Employee Morale: JOIN #Peopleskills Chat Aug. 23rd

Kate Nasser

With workplace culture in the news, People Skills global Twitter chat this Sunday will discuss: Can you have mega innovation & employee morale? The post Mega Innovation w/ Employee Morale: JOIN #Peopleskills Chat Aug.

Innovation vs. Regulation (or Uber vs. Taxis)

Andrew Mcfarland

Customer Experience Innovation Monopoly Uber TaxiThe news that NYC taxi owners are suing NYC because Uber is cutting into their monopoly should make New Yorkers angry (ok, angrier). If owners get their way, convenience and service will decline.

Innovative Service: Be Elegantly Adaptive

Wired and Dangerous

Service Innovation Customer Experience Customer Service elegant Innovative Service Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant.

Can We Have Innovation Without Leveraging Customer Feedback?


We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation?

Innovative Service: Delivering Service that Creates Customer Advocates

Wired and Dangerous

We walked into the Marriott Windsor, Connecticut on a Monday about 8:20pm after a two hour flight from Atlanta to find a crowd at the Front Desk. Looking for dinner we headed directly to the restaurant and requested our favorite server, Lacey.

Redefining the Next Era of Service Innovation: Time for Breakthrough Change


As a service company, how do you approach innovation? Recent research by The Service Council indicates that the service industry in general could be doing more to drive innovation. Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”. In many companies, innovation resources are targeted at new product development. Where is innovation needed?

Timeless Tuesday: Innovation Everywhere


When we think about innovation, we often associate it with white lab coat-wearing scientists or nerdy technologists working on the next big thing. Innovations need to redesign things that every employee does every day in every action.

Innovative Service: Trust as a Service Centerpiece

Wired and Dangerous

Making trust the centerpiece of innovative service can catapult a service provider into a position of distinction in the eyes of customers. We live our lives on promises.