The strategic approach towards working with customer involvement and innovation is not only about knowing why your company exists for your customers and what solutions you provide, but also about being able to actually react to and act on the subjects, themes and data you collect about those customers. While many companies have data available about their customers, the big question is how companies address and act on that information.
Customer care skills and thorough customer-centricity comes from having customer data at all employees’ fingertips, and having a clearly built strategy about how information is shared and how to properly address all data in a cohesive way, and using your experience in customer care to make your innovation more sophisticated and refined.
Achieving superior innovation is about creating value where it is needed, developing a more substantial customer focus, and maximising customer care skills. Great value comes from inviting thorough customer involvement across value chains.
This article is the last part in a mini-series about developing customer care skills as part of a superior innovation strategy. In it, we’ll examine the untapped potential of sharing information and breaking silos. We will cover:
- Sharing Information and Breaking Silos
- Customer Care Skills in Terms of Innovation Maturity
If you want the full details on customer care and its benefits for innovation, discover the other blog posts here:
The Untapped Potential of Sharing Information
In our previous two articles, we explained why customer care is essential to innovation, and how to focus on customer-centricity. Now, let’s look at just how beneficial customer-centricity and information sharing are to your internal business structure.
If your company spends hours collecting customer data only to fail to respond to it or address any actionable changes needed, the strategy is useless. The database is only as valuable as the strategy applied. The consequence of this is a lack of action on customer needs which can heavily influence the entire customer experience offered by a company, company growth and brand loyalty.
Sharing information across any company, big or small,requires structure. In our experience, the best methods for sharing any information and keeping everyone au courant involve:
- Company intranet
- Internal seminars
- Co-creation workshops
- Employee letters/email
- Yammer and online communities
- Beginning-of-the-week meetings
Being able to act on insights quickly and in an agile manner to boost innovation and serve the customer in the best way possible requires new ways of thinking, working and acting. It also necessitates present leaders, engaged employees and a willingness from all parties to cooperate. It’s not enough to link the responsibility to individual people or departments. It is an area which acquires professional skills and a natural way of working with strategic decisions like service, product and business development in a new perspective of innovation.
In terms of potential, the key advantages of data sharing are that it helps break down silos, address barriers and optimise innovation strategies. These effects are crucial in maximising customer experiences and building a loyal customer following.
Customer Care Skills In Terms of Innovation Maturity
Becoming a business with great innovative success demands building experiences and maturity in terms of customer care as part of the overall business strategy and vision. Being able to authentically identify as a customer-centric company is already half the journey towards a mature and sophisticated approach to innovation.
In general, many companies are aware of the importance of customer involvement for superior innovation and better customer experiences. While many companies focus on customer care as well as simple key performance indicators, it’s appropriate to highlight the need for being more strategic and thinking differently in the approaches to and methods used for innovation and customer experience. Daring to explore different systematic approaches signals to your customers that your company is ready to take some setbacks as long as the big-picture plan holds: Taking better care of any and all customers.
This signal significantly boosts customer retention and innovation maturity. While this requires some changes in tactics, thinking beyond the product itself, bringing in high-value measurement for customer satisfaction and using customer knowledge in your daily work will undoubtedly uncover significant opportunities for your company.
Business individuality is also crucial, and it’s important to remember that every business is different. With authenticity being a key to customer experiences and successful business development, businesses need to remain mindful of their unique perspective on how to work with customer involvement and innovation. Maturity in innovation and customer care skills comes from genuine, unique progress.
It is vital for businesses to focus on why they need to innovate, where they need to differentiate and how they use customer involvement and innovation as key differentiators.
- Why Is Information Sharing Important?
Information sharing is crucial in order to establish cohesive structures and ideals across organisations. With information sharing, all departments have the same ideals and standards regarding how to address customer needs and valuable changes needed to maximise the customer experience. Breaking down silos and instead focusing on seamless interaction based on valuable customer information will strongly boost innovation success.
If you want to learn more, we can help. We are here to assist B2B companies across industries in leveraging more data from customers and building more sophisticated structures and opportunities for innovation.
Contact us and set up a free demo of our feedback-orientated software between businesses, customers and market experts on our website.