Unleashing the Power of Customer-Centric Innovation

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

In this episode, Dr. Michelli delineates his observations on innovation, identifying two primary drivers - 'technology push' and 'customer pull.' The most potent solutions blend technological breakthroughs, such as Artificial Intelligence (AI), with customers' unmet needs. He also distinguishes between invention, creating something new, and innovation, which fulfills a marketable need.

Dr. Michelli also offers guidelines to spark innovation. He encourages maintaining a relentless focus on customers' stated and unstated desires, fostering collaboration, involving customers in the innovation process, and developing core competencies in customer listening and trend spotting. Notably, he advocates for integrating innovation into daily operations, citing The Ritz-Carlton Hotel Company's 4-Step Innovation process as an example.

To view Ritz-Carlton's innovation process, please visit josephmichelli.com/blog, where you can also get a downloadable infographic with this content.

To talk to Joseph about developing a customer-centric innovation process, please visit josephmichelli.com/contact.

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