Crack The Customer Code

Adam and Jeannie discuss ways of innovating with customers to deliver the experiences they need the most. Are you innovating with customers? When we think of innovation, we generally think of huge product launches and paradigm-shifting technology that gets a lot of attention. We rarely think this way about smaller changes in things we’re already offering. But small changes can have a profound effect on the true experience delivered, and your customers are crying for them. Are you listening? “Not everyone is Steve Jobs," says Adam. "We remember his successes, we don’t remember his challenges.” Some of the best innovations are simply around improving a small part of the customer journey, but how would you know those things need improvement? How would you find the most meaningful solutions, or know when to make those changes? It’s time to think about innovating with customers, not just for them. As Jeannie puts it, you need to “get them talking about how they use your products and services and what they fee