How difficult would life be if you always had to be right? No opportunity to to try things out, unsure of the outcome, no ability to ask for a 're-do. Nothing produces stasis like fear of failure. Without the right to be wrong, we would be drowning in a sea of 'certainty', our whole lives would grind to a halt. No progress would occur.
Your customer has a limited desire to 'always be right', they want to be understood, respected and listened to. Despite this, we have created structures that drive much of our organisation further and further away from the customer. Whether it's to drive down costs through outsourcing, or to allow certain groups to focus on achieving specific tasks, what could ever be more important than understanding your customer?
Understanding your Customer is about more than hanging on their every word like it was delivered on a tablet of stone. They want to have a relationship with someone who can fix their problems, come up with solutions, understand their objectives and help them achieve their goals more effectively.
How can you effectively mass-collaborate with a large customer base? Is it even possible? Through intelligent customer grouping, well organised feedback loops, smart customer engagement in your innovation cycles and consistently honest communication, you can bring your customer from external party to engaged collaborator. The combination of deep customer insight and a genuine interest in your mutual success can transform every single aspect of your organisation from customer tolerant, through customer focussed, right into customer obsessed.
Build a meme. The context, subtext and timing of every communication, across every channel, to every person, by every person, on every device, about every topic. Create a fertile ground for a message to grow and develop organically, permeate the organisation and become a force for change.
In many work environments, a lot of time is devoted to how YOUR message sounds, what it make YOU look like, how YOU have to change to meet a standard. After a while, it all sounds like 'agitprop', monotone, inauthentic, just more background noise.
Communication is the window you present to the world, but like everything, it's about the perception it creates. So it's less about you, and more about your audience. What works for them? When will your message land, how will it be heard, what impact might it have and what action will it produce?
Knowing and understanding your audience, what they want and how they behave. Having a view into their lives, a real sense of empathy for what matters to them, these are the factors that will allow you to deliver an excellent message.
We accomplish this by establishing employee personas and creating groups that will give you the information and responsiveness you need drive more purposeful communication. Combining this approach with our communication blueprints and a comprehensive channel set lets you build your tribe.
Innovation in an emergent property of human interaction. We do it naturally. Organisations can provide structures where innovation will flourish, but without willing participants, it will remain elusive.
We see Start Ups innovate so effectively because of the insane drive that has to be present in order to take the necessary risk to get there in the first place. That drive translates into an overarching passion to achieve, to deliver, to ship minimum viable product.
In larger enterprises, processes, structures and perhaps bureaucracy get in the way. Instead of innovating, people work on to-do lists, internally focussed, fragmented and ultimately, quite disengaged.
For any Innovation program to be systemic, it has to be about more than generating new ideas. It provides us with an opportunity to start building a workplace where passion meets purpose, engaged customers meet committed associates, and the entire enterprise becomes a vibrant tribe of people who manifest an inexhaustible and continuous drive to improve.
At OnTarget, we can provide you with the assessment tools, processes and guidance to help you understand what you might need to get your organisation to a place of innovation. This starts with a simple conversation, so let's talk!