Tony Robbins nailed it in his recent article, Constant and Strategic Innovation is a Must: It’s About Providing More Value Than Anyone Else. You, not your competition must provide new and innovative ways to service your customers. Whether it be in products, services, or the way you delivery these, you must constantly be looking for new and better ways to make your clients happy, and to attract those who have not met you as yet. You must constantly be looking to improve, innovate, and create.
I know, you might be thinking, Bob, we are doing these things already; that is what marketing and sales is for, but have you considered information in the equation? Have you looked at your clients, internal and external, and thought about how they want to access and use the information you hold? Think of it from their eyes and try to put a different perspective on it. Think about how you do things in your personal life now that is different from a few years ago. Do you pay bills online? Do you purchase goods and services online? Do you work remotely and if so, using what type of device? Do you use your smartphone to access emails, pay bills, and order goods? Hmmm… Would this make sense for your clients? Remember also that when it comes to clients, these could be internal as in employees, or external as in your customers and business partners.
In my view, innovation is an all company activity that should be a constant way of life and open to all ideas. What would you do if one of your employees suddenly came into your office and suggested a virtual customer appreciation day with raffles, guest speakers, and a host of other activities to show your customer that you not only appreciate them and the business they have given to you, but also show them new ways to access information and interact with you. Would you push it off, or take time to expand on it further? Innovation, creation, and change are what keep businesses moving forward and in the forefront.
What say you? Do you have a story to tell? What are your thoughts on this topic? Do you have a topic of interest you would like discussed in this forum? Let me know. If you are looking for some great research information from our industry, feel free to visit our research site and download some of our Industry Watch Reports today.
Bob Larrivee, Director of Custom Research – AIIM
Email me: blarrivee@aiim.org
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