Innovation Wikipedia defines innovation as a new way of doing something or "new stuff that is made useful". It may refer to incremental and emergent or radical and revolutionary changes in thinking, products, processes, or organizations. (ref http://en.wikipedia.org/wiki/Innovation)
What we do Few people would disagree that Apple is one of the most innovative companies of our time but what is it about Apple that makes them so innovative? Well, it's all about moments of truth. We take a simple experience from one of your customers, analyse it and then provide your teams with the techniques to innovate. These techniques are not new, it's just that most organisations are so busy working that they have lost focus on the customer. The techniques we teach during our sessions can be used by your organisation every day and they focus you and your employees on doing the right things, not just doing things right.
How do we do it The analysis of moments of truth is one of the most effective ways of quantifying user experience. The term 'Moment of Truth' was first articulated as part of a management philosophy by a man named Richard Normann and was made famous by Jan Carlzon, Chief Executive Officer of Scandinavian SAS Airlines from 1981 - 1994. Under his leadership, SAS emerged from deficits to profitability, improved services, and enhanced its market position by becoming a customer-oriented company organized for change.
The same techniques used by Apple and SAS are available to you through the CEMMethod. So if you are looking for fresh ways to inspire product or service innovation in your organisation, please use our Contact Us page to arrange an initial meeting.