Page 55 - Warwickers Customers Count vflip2

discovery skills 55 A question that companies struggle with is how to generate new and innovative ideas that CUSTOMER EXPERIENCE can lead to growth and differentiate the business. We can all list examples of companies that do this well, yet every company is constantly wondering how they could do it better. ‘The Innovators DNA’ by Clay Christensen identified the five skills for great Innovators. DISCOVERY SKILLS These skills are really useful in customer experience too: 1) Questioning: the way you do things and constantly asking ‘Why’ from the customer perspective. 2) Observing: customers and how they buy. Physically, emotionally and through data 3) Networking: in this sense is about collaborating across the business to look at unconventional combinations and mashing things together to create new experiences. Tools like Yammer really help with this internally. 4) Experimenting: is a willingness to embrace the new and adapt. Pilot new ideas. 5) Associating: Is the creative processes that bring it all together to find something special. Seek to build your employee customer experience training around these five skills.