Simon Calver on customer driven innovation and organizations

1.    Great innovation takes great ideas wherever they come from! (internal or external)

2.    Encourage innovation at a macro level (business) but also ideation at a local / micro level

3.    Get your people all the time to ask themselves how can give your customer or stakeholder a better experience

4.    Take ideas from your customers, embrace yoru customers in improving your business

5.    Circulate customer comments internally (to all staff) – both positive and negative - i.e. Top 5 positive comments and Top 5 negative comments

6.    Encourage people to repeat the actions that lead to the 5 customer positive views and submit solutions that will solve the 5 customer negative views (this does wonders in reinforcing what’s important to an organization, and solving customer complaints!)