How do I improve my organisations' capability and capacity to
innovate?
Successful innovative companies are characterised by a distinct
culture of 'doing better' and 'delighting customers'. A structured
'whole of company' approach can yield good results but requires the
necessary 'Top management impramtur through to 'tools and
disciplines' to ensure sustained performance. seeking ideas from
many sources'.
Our self-test and benchmarking against the world's leading
companies can quickly identify the key factors that matter and a
gap analysis shared by senior team. We help set up and manage a
"market led" innovation discipline with clear roles and decision
making process. Using our 'Innovation toolkit', driven by a
systematic assessment of market forces and opportunities and
'online co-creation' methods, capability is built and projects
focused on greatest opportunity.
How can I drive top line growth from new products and services?
How can I differentiate?
The most successful innovation is achieved through
collaboration. Many minds applied to generating many ideas - ideas
that are anchored in reality and will appeal to the end user.
Co-creation is a powerful means of driving such innovation with
'Co-creation though online communities' identified as the number
one technology trend to watch. Co-creation can deliver customer
generated ideas for new products and services, improved customer
experience or channel management by tappng into front line ideas or
engage suppliers for how to innovate up and down the value
chain.
GSG, in partnership with Promise Corporation in the UK, has access to
the world's leading co-creation online communities platform. This
brings 'communities of interest' - consumer or front line staff or
suppliers - together online to innovate better ways togther. We set
up the community and manage the discussions with ideas screened
against 3 criteria:
- Does it meet a consumer need or create a need?
- Is it commercially viable?
- Can the organisation deliver?
Our Reason-Imagination-Reason approach ensures teams rapidly
assess, prioritise and focus commercial activities on "best
bets".
What do I need to do to improve the effectiveness of my
consumer 'touch points' to maximise customer value?
We know great brands are created by delivering positive,
consistent and relevant customer experiences. Designing and
delivering a compelling customer experience comes down to
understanding what matters to the customer, the key drivers of
satisfaction, and how to effectively structure operations to
consistently deliver to ensure effective customer retention and
acquisition. Too often the customer or front line service staff are
left out of this process.
Our core focus is to bring an 'outside in' perspective and tap
into the knowledge and rich ideas often uptapped at the front line
to identify alignment or gaps between what is promised by brand and
the 'moments of truth' experienced by customers. Our co-creation
methodology ensures the customer and frontline staff create their
ideal experience. We work with management to evaluate the
cost/benefit of ideas and package these into an overall change
program with actionable and measurable outcomes.