Your customers can be one of your best innovation partners, that is if you make a habit of connecting with them.
Unfortunately, many organizations outsource their contact centres, putting a third party between them and their customers. In doing so, they’ve isolated themselves from the people they are seeking to create value for.
Both your organization and your customers would be better served by connecting regularly so you can be partners in value creation.
Especially if you’re involved with strategy, be sure to acquire an abundance of first-hand experience with customers so you know and understand them and who they seek to become.
Through developing these relationships you’ll know what your customers value so you can invest more sustainably and strategically in both their future and yours with more relevant innovation. It’ll be an investment that will pay dividends.
