Customer experience improves when organizations innovate. We focused on this theme in March, 2013 and showcased what goes right (and wrong) for many.

2. During March, we investigated
customer experience innovations.
Our innovation investigation included
exploring how companies are using
technology to make the experience
more personal and satisfying, what
they can do to improve and enrich
the experience, and how they are
predicting what their customers want
next.
Do you focus on customer experience
innovation for your customers?

3. When we think innovation we normally think of new and exciting products and
fancy campaigns. But we’re more interested in how companies stay ahead of
the market to keep their customers.

4. Innovation is often described as “building a better mousetrap.” If you don’t know
what your customers are expecting in the rest of the marketplace, it makes it
difficult to build anything better.

5. • Doctors seeing patients via Skype
• An appliance store with activities for kids
• A toy store that holds wrapped gifts in “Santa's Workshop” until
Christmas
What do they really have in common?
These businesses are innovating around our growing need as customers for
convenience. How can you find the clues for what customers want?

6. March 8th was a special day set aside for honoring the strengthening role of
women in society and in business. How could we not think about our own
fearless leader, Jeannie Walters? Jeannie was away at SXSW and left our
Community Manager Anne in charge of the blog. Anne took the opportunity
to show us why Customer Experience Innovation sometimes starts with an
innovative way of nurturing relationships within your team and resonates
through your community all the way out to your customers. Thanks,
Jeannie!

7. There are many advantages to considering your customers’ entire ecosystem, not
just their specific experience with your brand or product.
• Your experience can adapt more with your customer’s real life.
• Investing in another product doesn’t always make sense.
• There is nothing more annoying than a tool that is never updated.

8. South By Southwest Interactive Conference has grown
from big to enormous. After attending, we offer a few
ideas.
• Mobile apps should help users stay mobile.
• Customer feedback doesn’t need to be complicated
to act upon.
• Trade shows only work if you work them.

9. Find out how Sharpie earned our stamp of approval for their
innovative approach at customer engagement. Bravo!

10. Innovative ideas are often killed before they start! An
objective look at your approach can make all the
difference.
1. Lack of coordination
2. Same people, same problems
3. No room to innovate
4. Blaming the product
5. Ignoring reality

11. Growing companies who are faced with scaling their
operations, hiring new staff, finding new customers
and staying cashflow positive struggle with how and
when to innovate.
But it’s critical to growth. What should they do?

12. In an interview with Nick Pudar, Vice President Planning &
Business Development at OnStar, we learned how GM plans to
stay ahead by gathering information about how customers
interact with features in their vehicles and planning their next
innovations based on the habits and preferences of the drivers.
Bottom line: Customers use what they need. Their usage tells
you what they really want.

13. To lurk: “To lie in wait, as in ambush”. “To move furtively; sneak”. “To lie in wait
in concealment (especially for an evil purpose)”. “Remain in or around a place
secretly of furtively”
We take a close look at why using such generalized terms to describe
community members and potential clients could be offensive and hinder trust
and loyalty for your brand.

14. What are the five stages of Customer Experience Innovation?
This nifty, clickable interactive map helps you put it all into
perspective! If there are any questions or extra information
you’d like tagged in the map, you can just holler at us in the
comments. Enjoy!

15. Microinteractions can literally make or break an experience. Our
favorite example this month was all about leaving a negative feeling
for web site visitors. Just for kicks, we added unimpressed McKayla to
perfectly animate the feeling.
(We love microinteraction examples! This one sent to us by a Facebook
fan. Thanks!)

16. You gotta click for a closer look!

17. Thanks to our community for joining us in our discussions about Customer
Experience Innovation all month long! Want to join in? We’d LOVE to have you!
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