In Customer Experience…. Sweat the Small Stuff

I recently attended an innovation conference in Boston – a city that I love to visit, especially when it gives me the opportunity to escape the heat of Texas in the summer and trade 95+ temperatures for 60-degree weather. I stayed for two nights at a brand new concept hotel that has started to pop-up …
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Listening to Customers to Deliver the Ultimate Customer Experience

Understanding the customer journey to improve the customer experience is hot on most company’s lists of key initiatives.  Customer journeys can be a powerful tool to help streamline and improve processes, minimize the amount of work that needs to be done, and leave your customers happy and satisfied in working with you. In a recent …
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Top 10 Innovation Infusions: Do Some Doodling

Our Top Ten Innovation Infusions are fun and effective actions you can use along with your other innovation efforts. Most are quick and easy, some require a little more planning, but all of them are great ways to infuse innovation into your team, whether you are embarking on a larger innovation culture shift or are …
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Focusing on User Needs to Drive Innovation

There is no question that Google has brought us some great products – from Google Maps to You Tube and Chrome.  They also continue to try to solve some very challenging technical problems – a computer platform on a pair of glasses and self-driving cars to name a few.  For many reasons, these new technologies …
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Top 10 Innovation Infusions: Conduct a Team Visioning Exercise

Our Top Ten Innovation Infusions are fun and effective actions you can use along with your other innovation efforts. Most are quick and easy, some require a little more planning, but all of them are great ways to infuse innovation into your team, whether you are embarking on a larger innovation culture shift or are …
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Top 10 Innovation Infusions: Create an Online Innovation Campaign

Have you ever thought of crowdsourcing your innovation challenge?  Creating an Online Innovation Campaign is a great way to engage employees in ideating – in a collaborative, online environment.  Innovation Campaigns can also be used to engage customers or potential customers in your ideation process if you want to open the ideation challenge to the market. …
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Out of the Box Customer Experience

I have to admit – I am a bit of a customer experience fanatic!  You can regularly hear my children saying, “Mom – maybe you should just run this place and then you will get the experience that you want!”. One company that consistently delivers on my expectation of great customer experience is Blue Apron.  …
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Top 10 Innovation Infusions: Build a Team Journey Line

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We’ve pulled together 10 tips to help company’s jump start innovation that we would like to share with our colleagues to help as they explore new innovation efforts.  These tips are fun and effective tools that are quick and easy and great way to infuse innovation into your team, whether you are embarking on a …
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