196: Innovating with Customers

Adam and Jeannie discuss ways of innovating with customers to deliver the experiences they need the most. Are you innovating with customers? When we think of innovation, we generally think of huge product launches and paradigm-shifting technology that gets a lot of attention. We rarely think this way about smaller changes in things we’re already offering. But small changes can have a profound effect on the true experience delivered, and your customers are crying for them. Are you listening? “Not everyone is Steve Jobs," says Adam. "We remember his successes, we don’t remember his challenges.” Some of the best innovations are simply around improving a small part of the customer journey, but how would you know those things need improvement? How would you find the most meaningful solutions, or know when to make those changes? It’s time to think about innovating with customers, not just for them. As Jeannie puts it, you need to “get them talking about how they use your products and services and what they feel is missing, and that will actually lead to those innovative ideas.” Today we’re discussing some great ways to bring customers into the innovation process, and to zero in on the changes they need the most. Your next innovation may not make a big splash in the media, but putting customers in the driver’s seat will bring amazing value. Episode highlights What is co-creation? Jeannie and Adam explain. [1:00] When should we bring customers into the innovation process? [4:15] Warning: Innovation is a double-edged sword. [6:00] Real-life customer-driven innovations: Small changes that made a huge impact [7:20] Keys to experience-driven innovation [12:20] Related Content 360Connext® post, How to Make Customer Experience Magic with Co-Creation Sessions (part 1) Customers That Stick® post, Innovation Is No Longer Optional Episode 101: How the Innovation Process Fails Us Episode 072: Matt Phillips, Innovation Expert We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices