Omega Blog

Building an innovative company to improve customer satisfaction

Posted on 05 August, 2013

Innovative products can generate a large amount of interest and help drive sales. They also play a key role in customer retention programs by keeping firms on the cutting edge of their industries.

Encouraging innovation is an important step to expanding into new markets and overcoming obstacles. Successfully adapting to new conditions depends on having everyone within an organization working toward common goals. However, it can be difficult to instill a forward-thinking mindset in staff members.

Forbes noted that organizations often miss on new product designs by not taking the customer experience into account. Failing to understand what the audience needs and how to deliver solutions can be costly to organizations. Not only does it result in products that don't sell, but it can damage a brand's reputation by making it seem out of touch with customers.

"[Innovation is] really about finding a way to leverage the value for the consumer and use connectivity to deliver that," Heather Andrus, chief innovation officer for Altitude, told the source. "And a lot of clients just think, 'if it's connected, people will love it.'"

Andrus noted that true innovation provides products that are easy to use and fulfill a need. A deeper understanding of the audience or a potential problem will help companies find solutions that work and drive company growth.

The Harvard Business Review also stated that organizations need to learn more about their markets to see successful innovation. Executives and employees should strive to understand customer experiences to identify areas in need of improvement. This process helps companies present consistent brands regardless of the product lines or services that are being developed. Consistency is an important aspect of delivering a valuable experience that will generate repeat purchases.

Engage employees to boost creativity
Maintaining a creative environment over the long term depends on employee engagement. Every staff member should be encouraged to offer solutions. The Washington Post noted that some businesses are using reward programs to inspire outside-the-box thinking. By recognizing creativity over results, businesses are able to maintain a steady stream of fresh ideas, with the best ones being developed further. The right environment will help companies remain innovative, which will in turn likely improve customer retention programs and drive sales.

Businesses that consistently exceed customer expectations for service and support may be eligible to receive Omega Management Group's NorthFace ScoreBoard AwardSM. This industry award establishes recipients as innovative leaders in achieving service excellence based solely on feedback from their own customers.