Innovation & Inst...
Follow
Find tag "customer"
2.8K views | +1 today
Innovation & Institutions, Will it Blend?
Where innovation is happening beyond the stuff of small start-ups & tech companies. For the BEST of the BEST curated news in performance, change, agile learning, innovation, motivation and careers, SUBSCRIBE to REVELN.com/Tools/
Your new post is loading...
Your new post is loading...
Scooped by Deb Nystrom, REVELN
Scoop.it!

Shedding Legacy Industry Practices: Bank To Store & Coffee Shop Innovation

Shedding Legacy Industry Practices: Bank To Store & Coffee Shop Innovation | Innovation & Institutions, Will it Blend? | Scoop.it

Customer experiences are delivered year after year without challenging the approach in what they do.  This unique bank reinvented their customer service approach and culture.”  


The banking industry is one of the more entrenched, which drew my attention to this innovation case example.


Excerpted:

CEO Ray Davis Explains His Decision to Change Umpqua’s Purpose:   Umpqua Bank has a quirky, lighthearted nature for a financial services company, perhaps because they started with the simple goal to help loggers and farmers with their banking.


...Observing Umpqua’s lack of a clear customer-service approach, CEO Ray Davis decided to make a change. In a move away from traditional banking, he renamed Umpqua locations “stores.”  In redesigned “stores,” “shoppers” could browse products and services, stay as long as they wanted, sit a spell with their legs up on a comfy chair, and sip a cup of coffee. And when they were ready, they could tap an Umpqua associate to help them with their banking needs—all without the red ropes.


At Umpqua, customers are not herded into a line for service, and they don’t have to stand in separate lines to get different services. Dedicated associates assist each customer from start to finish.

“Umpqua Bank is part Internet café, part community center, and part bank. The coffee’s good and it’s not a bad place to sit and read a book.”

more...
No comment yet.
Scooped by Deb Nystrom, REVELN
Scoop.it!

Why Best Buy is Going out of Business...Gradually - Forbes

Why Best Buy is Going out of Business...Gradually - Forbes | Innovation & Institutions, Will it Blend? | Scoop.it
Consumer electronics retailer Best Buy is doing everything wrong.


Yep, failure to innovate quickly enough in an age of rapid innovation.

Failure to know & implement HOW to innovation


The Wall Street Journal post on this curation site and this Forbes article make a good pair, a good mash-up of why Innovation and Institutions, Will it Blend is a continuing question on survivability.


Here's an excerpt:


....The company remains a ripe target for more nimble competitors.


...To discover the real reasons behind the company’s decline, just take this simple test. Walk into one of the company’s retail locations or shop online. And try, really try, not to lose your temper.


I admit. I can’t do it.


...According to the company’s website, it’s backordered but available for pickup at the store we visited. The item wasn’t there, however, and the sales staff had no information.


...my friend decided to buy some other blu-ray discs. Or at least he tried to, until we were “assisted” by a young, poorly groomed sales clerk from the TV department, who wandered over to interrogate us. What kind of TV do you have? Do you have a cable service, or a satellite service? Do you have a triple play service plan?


My friend politely but firmly told him he was not interested in switching his service...The used car style questions continued.


We left the store, my friend having made his purchase but both of us fuming. 

more...
No comment yet.
Rescooped by Deb Nystrom, REVELN from Change Leadership Watch
Scoop.it!

Leading Continuous Innovation INFOGRAPHIC: Culture, Fringe Experiments, Customer Immersion

Leading Continuous Innovation INFOGRAPHIC: Culture, Fringe Experiments, Customer Immersion | Innovation & Institutions, Will it Blend? | Scoop.it

How can change leaders support high performance, innovative teams? The infographic below cites 10 innovation strategies.  This is close.  There will be more of these process charts and innovation graphics.  


This one features:


Step 2:  Working at the organization's edges, the fringe & close to customers I've heard Dr. Jeff DeGraff talk about fringe teams this year at the Michigan Ross School of Business.


Step 3:  Culture that  supports experimentation, failure.  This is ubiquitous in mention, scarce in after-the-fact reporting.  Better known examples, 3M (Post-Its) and Google (Google Lab: Buzz, Wave, etc.)


Step 6: Customer immersion, pain points


Step 10:  Metrics, measures

 

Sources include:  Christensen & Raynor, The Innovator's Solution: Creating & Sustaining Successful Growth, 2003  


Note the continuous improvement language, adjusted slightly, a 'la W. Edwards Deming:  Ready, Aim, Fire, Adjust.  Like Plan, Do, Check, Act.


Via Jonha Revesencio, Deb Nystrom, REVELN
more...
No comment yet.
Scooped by Deb Nystrom, REVELN
Scoop.it!

Innovate like Intuit - Customer-centric, grassroots, connected

Innovate like Intuit - Customer-centric, grassroots, connected | Innovation & Institutions, Will it Blend? | Scoop.it

"Innovation doesn't have to be hard to master - a great case study with Intuit, the customer-centric, grassroots innovative TurboTax folks."


It's inspiring to read how Intuit structures in ways to understand its customers, deeply.  We're TurboTax customers, by the way.


Excerpts:


To grow faster than your market, you need to create more value. The essential business challenge is to create better products, less costly solutions, or more effective internal processes that results in better, faster or cheaper service.


Sounds easy, but when you call that “innovation,” many companies freeze up.



One company that excels at listening is personal-finance software giant Intuit Inc. of Mountain View, Calif. The $4-billion-a-year maker of QuickBooks and TurboTax has grown on grassroots innovation.


When Intuit founder Scott Cook was developing the program that became known as Quicken, his sister-in-law phoned hundreds of consumers to find out what they liked and disliked about managing their personal finances.


Cook learned:


  • 80% of consumers resented the time and paperwork required, so he vowed his product would save customers time. 
  • Quicken took off because it was simpler and easier to use than its competitors (which Cook dubbed the “47th-mover advantage”).
Cook also started to follow customers home; he and other staffers would sit at consumers’ kitchen tables and watch them pay their bills. This passion for field research still thrives at Intuit.
more...
No comment yet.
Scooped by Deb Nystrom, REVELN
Scoop.it!

Transforming Service: Adobe’s Customer Immersion program, a work in progress

Transforming Service:  Adobe’s Customer Immersion program, a work in progress | Innovation & Institutions, Will it Blend? | Scoop.it

Forrester announced winners of the 2011 Voice of the Customer awards  at their annual Customer Experience Forum in June 2011, in New York.  Adobe, Fidelity Investments and JetBlue, were the 2011 award winners.


Adobe made significant changes in how they engage with their customers over the last 18 months.  Yet, in reading the commentary on the blog cited here, it seems they have a ways to go, as yet.  The blog post features these points:

  • Like Jet Blue, Adobe recognized they weren’t always easy to do business with, and were not consistently delivering the level the service customers expected.
  • Adobe’s Customer Immersion Program provides Adobe’s senior leaders with the opportunity to experience first-hand what our customers experience when they engage with Adobe.
  • Adobe’s Customer Listening Post facility brings customer experiences to life – - live video and data feeds showing what’s happing in real-time.
  • Front-line service and support agents are now equipped with better tools and resources to quickly resolve customer issues.

That said, there are two comments on this post that show some of the challenges ahead for customer immersion and managing the complexities of surprizing and delighting the customer these days.


Photo credit:  Immersion Iwona_kellie Creative Commons

more...
No comment yet.