There are hundreds of tips on how to improve customer service but most of them work inconsistently and rarely sustain. The organisation often falls back into old habits after a short-lived improvement. Use these four questions to transform your customer service improvement idea into a sustainable innovation initiative […]
It takes up to 4 years before customer lifetime values turn positive and some industries lose more than half of their customers before this ever happens. At the same time customer loyalty champions clock in 75% repeat buyers.
With entire industries sitting at the low end of the customer loyalty spectrum, there are scores of innovation opportunities for those who know how it works […]
I am overstating only slightly when I talk about ten secret types of innovation. Two of them are well known but the other eight are so unknown, you may as well call them secret. When asked for types of innovation most people would come up with “product innovation” and “service innovation.” After that, crickets. That makes the other eight particularly valuable to those who know them […]
Customer experience is the impact that you make on the customer at any touchpoint with your company. Some assume customer experience can only be delivered through human touchpoints. Not only is this incorrect but given 86% of consumers would pay up to 25% more for a better customer experience, it also misses a great deal of innovation opportunities. Learn how you can innovate customer experience through the non-human touchpoints […]
Pay-per-use was the default revenue model in a few industries. But it is spreading to software industries and durable goods, such as cars. The economic benefits pay-per-use offers to consumers will make it a successful business model in most industries. Innovators who understand how to apply pay-per-use business models to their industry can be ahead of their competition […]