When you can attribute a 20% revenue gain to a customer centric culture or program, you get noticed. And that's exactly what happened to several Voice of the Customer thought leaders during the annual Allegiance Engage Summit 2011 in Deer Valley, Utah.
Last month, Google added a new feature to its homepage that enabled users to select a background image. Google included a gallery of professional photos to choose from, including those by famous artists and National Geographic. Soon, Microsoft responded via tweet over the obvious similarities of this feature to the company's search engine: "We've lost a background image, if found please return to bing.com."
IBM has developed new software that uses advanced analytics in an attempt to improve customer satisfaction with call centers. RAMP, or Realtime Analytics Matching Platform, brings two sets of data--that of the caller and that of the customer service representative--and, once it has identified what the client is phoning about, hooks them up with the right person for the job.
It should come as no surprise to smartphone users, but a customer satisfaction survey recently performed by JD Power has smartphones scoring higher than their limited-tech dumbphone siblings. And, of course, Apple's cellphone is the one users like the most.
Recently, I heard someone saying: “Innovation isn’t about saying
‘yes’, it’s about saying ‘no’ to everything but the most essential
features.” At the time, I quietly thought to myself that this person
just didn’t get it. Today, Seth Godin has reminded of the comment with
his post on “Looking for yes.”
Innovation is all about delivering value to a customer. At the core of this is the notion of saying YES.
YES, I can make possible for you what others have not.