This has been the title or theme of many books and articles going back almost 20 years. And yet it still holds true for businesses today. That's why I am delighted that in the 2011 Net Promoter Conference in Miami we have two whole tracks devoted to the topic. I will be chairing the track entitled "Innovation: Point of View" with three great speakers...Graham Button of Genesis, Inc, Christopher Zane of Zane's Cycle, and Joe Wheeler of Service Profit Chain Institute.
What I think is interesting is that all of these speakers are coming at the topic from different perspectives--both as enablers of companies as well as entrepreneurs. The one common theme, however, is that you can and should harness the voice of your customers to drive your product and service strategy. Your customers may not always tell you exactly how to innovate, but they will certainly tell you where to innovate.
Customer experience (CX) is undoubtedly maturing, and with that maturity comes a subtle but important shift in focus for all CX leaders. Now, instead of highlighting and fixing the broken parts of the experience, CX leaders need to help their companies get it right from the start...by defining go-to-market service strategies, products, and business architectures. CX is in a great position to bring all the functions in a company together, and ensure that they are all focused on delivering value to customers at every touch point, and in aligned way.
I am really looking forward to hearing some great view points and I hope to see many of you during my track!