It’s been a crazy few weeks. (When airline attendants start to know you by name without looking at your boarding pass, you know that you’ve spent too much time in the air!) But the good news is that this latest journey has provided me with the opportunity to participate in some of the most amazing meetings – inspired gatherings of dedicated leaders coast to coast; private and public sector coming together to talk about the future.
But no matter where I go, everyone is saying the same thing. We’re in for one hell’uva ride.
To be sure, the economy isn’t letting any of us get much sleep these days but having said that, I can’t help but be optimistic.
“That’s it”, you’re saying to yourself. “Newman has finally lost her mind.”
But really – I haven’t. You see, I know that you know that these tough times are the best times to innovate. Right? I know that you know that we get our best ideas when our backs are against the wall – when we risk losing what we’ve worked so hard to achieve – when innovation is no longer a question of choice but a question of survival.
After all, three of the most powerful and effective drivers of innovation are Crises, Constraints and Criticism. And given the current socio-economic climate? My guess is that for the foreseeable future, we will all be able to tap into the three C’s as much as we want. If that’s not cause for an innovation celebration, I don’t know what is!
Having said that, I thought that it might be of value to you if I shared some more practical insights on Innovating in Tough Times.
Innovation Insight #49
Focus on Total Customer Experience
Recent studies show that more and more, customers are won or lost on the basis of the quality of Total Customer Experience. It’s not just about the product or service anymore. It’s about how I feel about your product or service. It’s about how I feel when I interact with you and those who deliver your product or service. In tougher times, I think that experience is even more important. After all, when the world is making us feel bad what could be better than experiences that make us feel good? How can you be more innovative about your Total Customer Experience? Imagine the Possibilities!
Focus on the Front Lines
The people who truly impact Total Customer Experience are not sitting in the executive suite. They are out there, everyday, with the customer. The key here is not telling people what to do but inspiring them and empowering them to create their own unique contribution to T.C.E. Meet Claire the chambermaid who left me a handwritten personalized welcome note carefully placed on my book, thoughtfully laid on my pillow. Meet Tom the concierge who not only stored my bags but who was ready for me, bags in hand, taxi waiting by the curb, when I returned later that day. Meet Randy the bistro waiter who, upon recognizing me from a previous visit, brought me a plate of freshly baked bread accompanied by a selection of gourmet butters usually reserved for the patrons of the formal dining room. How can you help your front line to be more innovative about Total Customer Experience? Imagine the Possibilities!
Focus on Prosperity
Times are tough. We’ve got to cut back. Right? Not right. If you cut back, why shouldn’t your clients and employees do the same thing? I’m not suggesting that we don’t need to watch our costs but if you can believe in prosperity during times like these, the people around you will too. How can you be more innovative about creating a Prosperity mindset in your organization? Imagine the Possibilities!
Focus on Courage
It takes courage to be truly innovative at the best of times but even more courage to be innovative in fearful times. Focus your team’s energies on courage as well as caution. By all means, choose your innovation initiatives carefully but don’t let fear stand in the way of a great idea or strategy. Remember – you can definitely be too safe to survive. How can you be more innovative about creating a culture of Courage in your organization? Imagine the Possibilities!
Now, go hold an innovation celebration and Imagine the Possibilities!
-Toni Newman
Quote of the Week
US humorist, novelist, short story author, & wit (1835 – 1910)
Inspiration of the Week
Inspired to Give Now
Looking for something to make you feel good about the world and the people in it? Check out this amazing initiative by my colleague Crystal Flaman, who has made a commitment to raise
$500,000 for Room to Read to help children around the world learn to read.
Turning Ideas into Results!
Please feel free to contact me at toni@toninewman.com
with any stories about how Innovation Insights has helped you to turn ideas into results.
