27/04/2009
Recently I delivered a keynote in Adelaide around Leading Innovation. My challenge to the group was to consider the last time they did something quite unexpected for their customers or clients. When did they truly astound or surprise their customers or clients with something to do with their product or service?
As the audience sat and contemplated this thought, one of the attendees relayed a story about his favourite restaurant. He said every time he eats at this restaurant the chef has something new on the menu or the staff do something that completely blows his mind. He said its not an expensive restaurant but he can't believe the sorts of things that are done to not only satisfy the patrons but also wow them. Of course I thought this was great and again I asked the group when the last time was that they did something mind blowing for their own business, with respect to staff or customers?
This is where the true innovation will lead in the future. Yes its all well and good to keep tinkering and finding small consistent improvements in keeping with the Japanese philosophy of Kaizan, however this may not be enough going forward. While small incremental improvements are being made, at the same time we also have to look to do the bigger, mind blowing, unexpected innovations for our business or service. Don't leave it to the brains that you most admire to be the ones to do it. This can apply to a law firm, an accountancy firm, a doctors practice, a biscuit brand or a car company and is pertinent when recruiting staff, training staff, rewarding staff, as well as finding and maintaining your customer base. It's irrelevant whether you make widgets or envelopes, if you have customers and you have staff then there is always something that can be done to completely blow their mind.