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Customer-driven Innovation
Customer-Driven
innovation
is not a one-time event or a slogan, it's a philosophy and a mindset.
You should live this principle daily.
Observe people,
live your customers' life, watch how they use your product to learn what
works and what doesn't work. Encourage
experimentation
and risk taking. Involve everyone.
Yin-Yang of Customer Value Creation
Require every person, regardless of their
position to spend time on customer contact and services activities. Help
your employees to understand the customer's needs by involving them in
listening to customer feedback after a
product launch. Ask all your employee to get on board with customer-driven
innovation. Ingrain it in your operations so deeply that is becomes a part
of DNA of your company...
More
Customer Success 360
Case in Point
Dell Inc.
Michael Dell
founded Dell
Inc. in 1984 with $1,000 and an unprecedented idea – to build relationships
directly with customers.
Dell Inc. is the fastest growing company in the industry. It was added to
the Fortune 500 list in 1992 and achieved more than $44 billion in sales in
2004. The three golden Dell rules are:
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Disdain inventory
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Always listen to the customer
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Never sell indirect.
Dell Computers were the first personal computer company to organize and
build itself around the idea of direct
customer feedback. "Our attitude was diametrically opposed to the
engineering-driven thinking of "Let's invent something and then go push it
onto customers who might be willing to buy it." Instead I founded the
company with the intention of
creating products and services based on a keen sense of the customer's
input and the customer's needs. I spend about 40% of my time with
customers," says
Michael Dell.4
Selling
Is Problem Solving
Google
is the Internet’s number one search engine today. What is the reason for
their remarkable success? It’s beta testing and
market learning.
They launched a less than perfect service into the market place to get market
feedback. Feedback is the
answer to dominating a market. It also makes great business sense. Google's
competitors were trying to perfect a product by themselves separate from
their target market as Google was continuously and rapidly upgrading their
original beta version by listening to the customer. They strived to achieve
harmony with the reality...
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3 Strategies of Market Leaders
10 Rules of Listening
By: Linda Eve Diamond
Rule #1: Stop Talking!
You can't multi-task speaking and listening. If you're talking,
you're not listening. This rule also applies to the talking
inside your head.
If you're thinking intently about what you want to say, you're
not listening to what is being said...
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12 Rules of Effective
Listening
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Listen
for ideas, not facts
– ask yourself what they mean
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Open
your mind – practice accepting new information...
More
Turn Your Customers Into
Teachers: Listening Tips...
How Do You Create Value for
the Customer?...
New Technology
Development: Dealing With Ambiguity of the
Fuzzy Front End...
Active Listening...
Ask Searching Questions...
Listening To Emotions...
Value Innovation: Two Fundamental Questions...
Five Steps to
Powerful Team Building...
Five Popular
Innovation Myths...
How To Achieve
Customer Satisfaction?...
The Tao of
Entrepreneurial Creativity...
Case in Point
Procter
& Gamble...
Case in Point
Charles Schwab...
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