How the Customer/Donor Experience Could Drive Innovation
Still working with a reduced number of hours in your team? Struggling with how to meet revenue targets?
First, well done for getting to where you are now. No doubt you’re still struggling with delegating or delegating equitably, given how stretched everyone is. Other leaders I’ve spoken to are also feeling frustrated that creative ways of solving problems feels too far out of reach, but they know that creative problem-solving is exactly what they need to continue pivoting and to boost staff morale. Can you relate?
What can you do about it? To get out of “woe is me”, a great place to start is by reconnecting with your customers and supporters.Still working with a reduced number of hours in your team? Struggling with how to meet revenue targets?
First, well done for getting to where you are now. No doubt you’re still struggling with delegating or delegating equitably, given how stretched everyone is. Other leaders I’ve spoken to are also feeling frustrated that creative ways of solving problems feel too far out of reach, but they know that creative problem-solving is exactly what they need to continue pivoting and to boost staff morale. Can you relate?
What can you do about it? To get out of “woe is me”, a great place to start is by reconnecting with your customers and supporters.
I know this to be true.
Customers aren’t spending as much at bricks-and-mortar retail, but they are spending online. Clients still need your services, but they are considering more thoroughly how to allocate their budget. Donors desperately want to continue helping your cause but are pulling back on the reins until their own situation becomes more stable.
Leveraging what you know about your customers
Have you noticed how hungry your customers, clients, and donors are for interaction? That they’re talking more about themselves and taking more of an interest in you?
The good news is that your customers, clients and donors are still loyal, however the nature of their loyalty is changing. Once you understand how it has changed, it will be easier to come up with ideas for addressing that change.
You can leverage this shift in a way that improves engagement with those you serve or solicit funding from. I’m talking about good old-fashioned customer service.
Here’s an example of how the customer experience can drive innovation
When Apple was working on the concept and layout for its first stores, Steve Jobs asked people: "What's the best customer experience you've ever had yourself, as a customer?"
One answer came up time and time again. It wasn't a tale of awesome customer service at the retailers with whom the Apple Store would soon be competing.
The best customer experience took place at a Ritz-Carlton resort or other five-star hotel. So Apple decided to model their retail arm on the Ritz-Carlton, to the extent that the company enrolled all its soon-to-be Apple Store managers in the Ritz-Carlton training and leadership program.
The most recognizable adaptation that came out of this approach was the Apple Genius Bar. Once you picture the way a top tier concierge station operates, it’s easy to see how the transition to the Genius Bar came about.
This post falls into Phase 1: Planning of Light Bulb Thinking™. If you can relate to the issues I presented here, let’s talk! It may be that I can help you address these issues more quickly and efficiently than if you try to figure it out on your own. A consult call costs nothing; reach out to me at Ellia@ThePotentialCenter.com to arrange a time to talk.
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With the right support, any individual, team, and organization can learn creative ways to solve problems. I’m hired by visionary leaders to coach them in designing a kickass culture of innovation and training their teams in creative problem-solving techniques. Light Bulb Thinking™ helps solve problems in the here and now, and guides decisions about what to do going forward,… while building stronger, happier teams.
Would you like to see what tapping into creative potential could look like for your team or organization? Arrange an exploratory call - email me at Ellia@ThePotentialCenter.com.
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