Innovation includes the customer experience
Know what people love and what they hate to build the ideal customer journey.
When thinking about innovation, don’t just think of technology. Consider the customer experience.
“It’s about the connection,” Nicholas Webb said during a keynote address at CU Direct’s Drive 18 Conference Thursday in Grapevine, Texas. “It’s the way we understand our customers.”
That means not only knowing what your credit union members want, but also what makes them unique and, most importantly, what they love and hate, says Webb, a corporate strategist, innovator, and author of “What Customers Crave.”
Disruption is fueled by organizations that deliver “delicious” customer experiences, says Webb. He notes that Amazon understands what it means to deliver those types of experiences by providing relevant, customized experiences while also being innovative and introducing friction.
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