Most organisations suffer from a wariness of creativity stemming from the myths that I outlined last week. As a consequence, organisations typically don't set out in an intentional and systematic way to build and maintain their creativity - and this is a wasted opportunity. This fear of creativity stems from the myth that it's only creative … Continue reading Business innovation 3) Innovation and creativity – part 2: practicalities
Smiling can offer instant benefits - as a recent bout of martial arts demonstrated. And although front line service staff generally don't need to be black belts, an ability to smile is a great asset. I returned to my Saturday-morning karate class this weekend after a 5-week absence and, as my 5 weeks away had … Continue reading Karate lessons: superior service with a smile
You can't have innovation in your organisation without building and fostering creativity. Unfortunately too many people think creativity is something that is rationed or should be carefully deployed. This thinking is un-helpful to say the least and stems from a number of myths about creativity. 1) Only 'creative people' are creative 'Creative people' brings to … Continue reading Business Innovation 2) Innovation and creativity – part 1: myths
The UK launch of the Apple iPhone last Friday seems a good time to launch a series on innovation. Each week I will post on the topic of business innovation and, specifically, how it relates to the delivery of superior customer service. Topics to be covered will include: management innovation technology disruptive innovation creativity and … Continue reading Business Innovation 1) An introduction
Superior customer service is largely about knowing what the basic elements of good service are - and delivering them consistently and well. A couple of examples from last week's family holiday in Yorkshire illustrate how making people feel welcome sets the right tone for a good customer experience. Sutton Bank - great cakes, great service We … Continue reading Getting the basics right: welcome!
Making a positive choice to deliver a Wow! service is a different strategy from avoiding an "Oww!" service. Unfortunately many organisations implicitly choose the latter by failing to positively choose the former. A cynic might look at the superior service examples in the previous two posts in this series and think that they illustrate examples … Continue reading Wow! 3) That’s what I call strategy!