{"id":13689,"date":"2017-03-02T00:00:00","date_gmt":"2017-03-02T00:00:00","guid":{"rendered":"https:\/\/blog.planview.com\/improving-customer-centricity-through-idea-challenges\/"},"modified":"2017-03-02T00:00:00","modified_gmt":"2017-03-02T00:00:00","slug":"improving-customer-centricity-through-idea-challenges","status":"publish","type":"post","link":"https:\/\/blog.planview.com\/improving-customer-centricity-through-idea-challenges\/","title":{"rendered":"4 Tips for Improving Customer Centricity Through Idea Challenges"},"content":{"rendered":"
\"\"<\/div>\n

Companies like Pfizer, Siemens, and AT&T have discovered that idea challenges are the missing links to solving customer experience problems.<\/p>\n

What is an idea challenge you may be wondering?<\/p>\n

An idea challenge is a core component in any effective innovation program<\/a>. It’s a way for you to identify ideas at scale from employees, customers, partners, or any other crowd, and challenge them to help surface the best solutions to specific problems.<\/p>\n

With that, how can you ensure an idea challenge has the highest chance of solving your customer experience problems? This blog post gives you four tips to guarantee your success.<\/p>\n

Get Executive Sponsorship<\/span><\/p>\n

If you want to drive significant engagement for an idea challenge, gaining executive sponsorship<\/a> is crucial.<\/p>\n

While you can get engagement without it, having an executive back your challenge ensures three things:<\/p>\n

    \n
  1. The problem you’re looking to solve is seen as a top priority in the eyes of employees<\/li>\n
  2. You’re leveraging an executive’s influence within the company to drive higher engagement<\/li>\n
  3. There’s commitment to implementing ideas<\/li>\n<\/ol>\n

    Executive sponsorship is key to running successful idea challenges.<\/p>\n

    How this improves customer centricity: <\/b>Who would have higher employee engagement for an idea challenge, a new hire or a CEO? Having an executive, such as a CEO or Chief Customer Officer, back a customer experience challenge will create a sense of urgency among employees that generates higher quality ideas and collaboration.<\/p>\n

    Create a strong communication plan<\/span><\/p>\n

    With all of the hustle and bustle within your company’s four walls, it’s easy for employees to forget a challenge is running. To combat this, it’s critical to have a strong communication plan in place.<\/p>\n

    There should be a regular stream of communications (using email, slack, or whatever communication tool your employees use) going out to your user base.<\/p>\n

    Your communication plan should include:<\/p>\n

      \n
    • How frequently you’re going to communicate with your crowd<\/li>\n
    • The type of communication you’ll be sending (e.g. a weekly email digest of the top ideas and contributors, or physical desk drops to create awareness of your challenge)<\/li>\n
    • Who the communications will be coming from (i.e. CEO)<\/li>\n<\/ul>\n

      The point is that you want to be sure your crowd is always aware of what’s going on in the challenge, and use communication as a prompt to drive consistent engagement.<\/p>\n

      How this improves customer centricity: <\/b>A strong communication plan ensures you’re regularly engaging your user base (frontline call center, customer success managers, etc.). This only help you drive people back into the challenge, which means a consistent stream of ideas aimed at solving your particular customer experience problem.<\/p>\n

      Pro tip!<\/i> If you really want to drive significant engagement, use your executive sponsor to send communications to your crowd.<\/p>\n

      Include the right people<\/span><\/p>\n

      There’s not a single person on Earth that knows everything.<\/p>\n

      If you’re trying to solve a specific problem, say improving customer satisfaction, it’s a good idea to include – but not limit it to – the people that interact with customers on a daily basis. By tapping into their ideas, it gives you a more effective way of tackling the problem because they have insights that others in your company may not have.<\/p>\n

      How this improves customer centricity: <\/b>The more knowledge you can leverage from your customer success team, call center, or any other customer-facing role or department, the better position you’ll be in to identify the right solutions.<\/p>\n

      Motivate employees to drive engagement<\/span><\/p>\n

      Why are people willing to stand in line days before the release of a new iPhone even though they can buy it later or even the next day?<\/p>\n

      It’s simple…<\/p>\n

      They’re motivated by the recognition that comes with being one of the the first people in the world to have the latest and greatest iPhone.<\/p>\n

      Whether it’s recognition, monetary rewards, lunch with the CEO, or some other incentive, motivating employees is crucial to driving engagement. They need a reason to take part in your idea challenge.<\/p>\n

      This is where understanding your employees is critical. Some might find satisfaction in just contributing (intrinsically motivated), while others find value in monetary rewards or other prizes (extrinsically motivated).<\/p>\n

      How this improves customer centricity: <\/b>Motivation has everything to do with participation. If you motivate employees the right way, you get higher quality customer experience oriented ideas on a more frequent basis.<\/p>\n

      Final thoughts<\/span><\/p>\n

      Finding new ways to improve customer satisfaction or reduce customer churn doesn’t have to be like finding a needle in a haystack.<\/p>\n

      If you use the collective knowledge that’s already within your company, you stand a much better chance of identifying the one, two, three, or more ideas that can make a drastic impact.<\/p>\n

      Ultimately, an idea challenge is the gateway to getting your company’s customer experience efforts on the right track faster.<\/p>\n","protected":false},"excerpt":{"rendered":"

      Companies like Pfizer, Siemens, and AT&T have discovered that idea challenges are the missing links to solving customer experience problems. What is an idea challenge you may be wondering? An idea challenge is a core component in any effective innovation program. It’s a way for you to identify ideas at scale from employees, customers, partners,…<\/p>\n","protected":false},"author":103,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_editorskit_title_hidden":false,"_editorskit_reading_time":0,"_editorskit_is_block_options_detached":false,"_editorskit_block_options_position":"{}","footnotes":""},"categories":[1],"tags":[],"class_list":["post-13689","post","type-post","status-publish","format-standard","hentry","category-innovation-management"],"acf":[],"yoast_head":"\n4 Tips for Improving Customer Centricity Through Idea Challenges - Spigit<\/title>\n<meta name=\"description\" content=\"In this blog post, we give you a quick overview of what an idea challenge is. 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