Can We Have Innovation Without Leveraging Customer Feedback?

by Jeannie Walters

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I had the opportunity to check out all the shiny new cars at the Chicago Auto Show on the media preview day last week. We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation.

Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation?

The Auto Show made us think of both sides of this argument, and we hope you will consider both sides, too.

What do you think about leveraging customer feedback?

Is customer feedback an essential part of the innovation process? Let us know in the comments below!

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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