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5 Attributes for Customer-Centric Innovation.

6/3/2016

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shruti bhat, continuous improvement,customer centric innovation, customer centric company, pharmaceutical,R&D
www.Innoworks.ca
Customer- centric innovation begins with a customer- centric approach and includes-
  • Customer insight.
  • Customer focus.
  • Customer solutions.
  • Customer management.
  • Customer process.
  • Customer contact.
  • Customer loyalty.

The key here is that- companies must identify the first task a customer must do to initiate purchase of its product and effectively map the entire process of the customer’s journey to its product (or services).  

Next in sequence is to focus on various customer touch points such as- offices, stores, billing or invoicing, phone, emails, media, marketing, events, internet, social media sites, sales staff interactions, social groups, word of mouth etc.  

A customer may state in general terms- better, quicker, dependable. Customer-centric innovation calls for deeper understanding of the customer’s needs, to delve into a wider scope of that need, evaluate the unmet need and design your product (or services) accordingly.

For example, a customer states- 'he wants to buy insurance'. For a customer-centric innovator company, this statement means- the customer is actually not “buying insurance” rather “obtaining protection”. The wider scope of  “obtaining protection” ignites more ideas for the insurance company to build more service solutions and features into their products, than “buying insurance” might have brought to light, see what I mean?

Here are 5 attributes to successfully attain customer-centric innovation:
  1. Customer delight: Engage with customer from Get Go.
  2. Listen to the customer: Bring forth customer commitment top down. Inculcate and nurture customer centric workplace culture. Recognize the customer across all levels of the business.
  3. Find unmet customer need: Design policies and business processes from customer’s point of view. Measure what matters to customers.
  4. Think inside the box: Scattered brainstorming doesn’t work. Both Research as well as Development has to be strategic.
  5. Create products and services as per customer demands. i.e. Design and Develop products based on the unmet customer need.

Lastly but not the least, encourage customer feedback. Change customer satisfaction to a state of customer delight. This alone shall differentiate your product (or service) from being "one among many" to your customer’s "preferred choice"

Workshops on Improving Innovation & Product Development :
​

DFSS and Hoshin Kanrii for innovation and product development, how to mistake-proof product development, how to improve Research and development efficiency, how to improve organizational excellence with efficient business processes, risk management for business excellence, shruti bhat
Workshop on Lean Innovation, business process management and continuous improvement executive guide series book, shruti bhat, lean enterprise, lean management, lean startup, house of lean, house of quality, workshops on lean, webinars on lean
Mistake-proofing with FMEA and Poka Yoke, how to error-proof products and services, how to mistake-proof manufacturing and logistics, how to eliminate rework, how to improve organizational excellence with efficient business processes, risk management for business excellence, shruti bhat
About the Author: Shruti Bhat PhD, MBA
 
Dr. Shruti Bhat is an award-winning Business Excellence Leader, Global Continuous Improvement Mastermind, Best-selling Author and Speaker. She is Continuous Improvement Advisor to several start-ups, mid-size and growing firms in Canada, USA, India, Africa and Emerging markets. She has authored eight business books and is an invited speaker at several national and international conferences, symposia and workshops.

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#ShrutiBhat  #ContinuousImprovementAcademy  #Manufacturing #Lean #ContinuousImprovement #Kaizen  #QualityImprovement  #Innoworks  #Innovation  #Quality  #eLearning  #Business  #BusinessProcessManagement  #ServiceIndustry  #ManufacturingManagement  #LeanInnovation  #Pharmaceutical  #LifeScience  #Food  #Beverage  #Biotechnology  #Retail  #Cosmetics  #PersonalProducts  #Chemicals  #Drugs #Engineering #ShiftingParadigms #BPM  #LeanManagement  #KaizenLeaderMasterclass  #LeanSixSigma  #Kanban  #FMEA  #RiskManagement
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