Browsing Posts tagged innovation leadership

Have you ever considered innovating your approach to customer service?

Companies have provided phone-based customer service for several decades.  Today, most companies continue to offer this option for customers or clients wanting to communicate with the company.

With the growth of the Internet and email usage, many companies have added email customer support and/or ticket-based systems.  These systems give the customer another option by allowing customers to submit questions or customer service requests at any time, and receive responses at any time.  This approach eliminates the need for the customer to communicate “live” with the company.

A newer trend is to offer customer support via Twitter.  This communication can be almost real-time, and gives customers yet another way to interact with your company.  Companies providing support via Twitter have at least one customer service representative that monitors “tweets” that mention the Twitter user name of the business.  These tweets may be specifically directed to the company or may simply mention the company.  Either way, the customer service representative can respond to these messages quickly – often within a few minutes.

Another new option being offered by some companies is a smart phone application (such as an iPhone application) that allows a user to submit customer service requests and obtain other information about the company’s products and services.

By providing multiple options for your customers to obtain support, you allow your customer to choose the communication method that is most desirable or most practical at that time.  Your customer service representatives can typically handle customer requests from multiple sources at the same time, such as telephone, email and twitter.

By allowing your customers to choose among several options for obtaining customer service, you are being more responsive to your customer’s needs, which results in happier customers.

Here’s an example of a situation where someone found a solution to a problem.  However, they forgot to consider the new problems caused by their solution!

Many cities are installing new traffic signals (or modifying existing signals) to use low-energy light bulbs, which results in savings on energy costs.  However, in cold climates these energy-efficient light bulbs have a problem.  Some cities like Green Bay, Chicago and Minneapolis are having difficulties when continue reading…

Many innovations solve problems or simply make life easier.  Here’s a wonderful example of using innovation to solve a current problem.

Problem:  Kids with Diabetes need to monitor their blood sugar level throughout the day.  This involves an uncomfortable finger prick each time their blood sugar level is tested.  Kids may attempt to avoid this daily testing, which may jeopardize their health.

Solution:  Combine the blood sugar testing procedure with something kids enjoy … continue reading…

In my last post, I identified several road blocks to innovation.  In the information below, I discuss several ways to overcome these road blocks and use innovation in your business.

A first step to leveraging innovation in your business includes learning how to stimulate new innovation throughout your company.  This begins by teaching the importance of innovation to the business leaders in your organization.  Once they understand the business growth opportunities provided by an innovation strategy, they can share this knowledge with other employees in the company.  This approach leverages the creative thinking of people in all parts of the company and builds a valuable innovation culture.

As part of the innovation education process, show continue reading…

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