Category Archives: Customer Service

What’s the secret sauce of a culture of innovation?

This Thursday we’ll discuss “Measuring an innovation ecosystem” on Innochat. Many will argue that to develop a culture of innovation you need talent, support, capital and a host of other mechanisms.

It’s such a common response that many organizations and governments around the world have created their own mechanisms to “drive” entrepreneurship and innovation in their respective ecosystems, but all their efforts don’t matter much because they lack a critical ingredient: culture.

Why? Because many don’t pay attention to culture.

Culture is not mandated, it is shaped by daily beliefs and actions. How do you shape culture?

What innovation and customer loyalty have in common

Customer loyalty. Oh my, today it is as important as the topic of innovation. Customer loyalty is the key to profitability. The reason is simple: It costs more to acquire a new customer than to keep a current one. Without customer loyalty, customers leave.

I’ve had the opportunity to work with companies of all sizes, from scrappy startups to large multinationals. And while there are many differences between them, there is one distinction that trumps them all: their attitude towards existing keeping customers.

The two questions at the core of genuine service and innovation

We’ve got to sell our ideas. There’s no way around it. And, we have to advocate for what we are selling. If we can’t, we’re doomed because nobody will believe in us. The catalyst for this, I believe, is a deep desire to make a difference: Our ideas should change lives so profoundly, that people can’t imagine going back to the old way.

But how do we put ourselves in this mindset?

Getting physical: The next step in customer disservice

I’ve been hitting on this topic for the last two weeks here and here. And, I think a trend is beginning to emerge from both sides of the ball. On the service provider side, employees attacking customers because they are unmotivated and frustrated with their own jobs.

On the customer side, we are seeing customers take physical action because they are frustrated.

Bottom line, we all complain.

Check out what I noticed recently from people I follow on Twitter and Facebook: