Innovation is key to improving the customer experience. Innovation can sometimes mean experimenting and seeing what sticks. This week, there were a few great examples of trying stuff – sometimes without thinking things through, or, worse, without listening to their customers.
I don’t even know where to start here, but this blog from Harvard Business Review does a nice job summing it up. I wish I could’ve been a fly on the wall when these decisions were made. “I know! Let’s change the name!” This is a prime example of, as my client used to say, putting lipstick on a pig.
Groupon is in the news a lot lately. For one, customers aren’t clicking like they used to. For two, how many competitors are there now? I’m thinking it’s somewhere around 1.6 million, but that’s a guess. And finally, the numbers they reported aren’t exactly reflecting an honest culture. Full disclosure: I like Groupon deals. I like everyone I’ve met who works there, without exception. But it’s hard to overlook the news lately. BNet breaks it down.
Google+ v. Facebook
There are pros and cons to each experience, but at least they’re trying. Innovation is happening quite a bit on both platforms, and I do believe that will create an improved experience for users across the board.
How do you innovate? How do you listen to customers when you do?