I was in a meeting with one of my clients recently where we were reviewing a document that dealt with how to get the voice of the customer more embedded into their project methodology. Following a battle with Microsoft Word’s spell-checker the document referred to a project mythology. Laughs all round but this got me thinking: methodologies are all well and good but it’s an organisation’s mythology that can make all the difference between successful innovation and unsuccessful stagnation.
Why so? Well, let’s look at myths and what they mean.
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.
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.
Asking your customers for suggestions seems like a great way to improve your services or products. Two recent items I came across suggest it’s not something you should do without clearly thinking through what you are trying to achieve.
Report 103 is an excellent newsletter from Jeffrey Baumgartner on applied creativity and ideas in business and this week’s edition follows on nicely from my previous post about feedback. If you buy the idea that customer feedback is a rich source of service improvement ideas then proactively soliciting ideas from your customers (and non-customers) seems like an even better idea.