INSIDE
THIS EDITION..
Emotional Experience
|
 |
PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
|
|
Doing Things Differently
Innovation is crucial to the success of an organisation; even the most cursoy glance at a product/market life cycle diagram must make this obvious. But the things that foster innovation tend to be antithetical to the structures and processes of traditional business - for good reasons.
One of the main problems is that most businesses are geared around minimising risk. This goes much deeper than the unflattering stereotype that management is about "covering your ass" - the people running a business have a duty to the shareholders to minimise unnecessary costs, which means examining ideas critically to spot potential probems and not taking risks. Sadly this type of thinking completely stifles innovation - new ideas are dissected and critiqued before they have time to be fully developed, and if their predicted bottom-line impact cannot be proven they are dumped. We stick to what we know works - if it ain't broken...
Click here to view whole article (pdf format)
|
|
