Engaging Employees in Workplace Innovation

A great article has appeared in MyCustomer.com here, written by Jennifer Kirby.

Bottom line, Jennifer establishes that staff are expensive; technology less so. Many organisations are starting to realise the benefits of driving customer transactions to self-service and self-help forums. That means your front line staff can be released to deliver customer insight into the heart of the organisation, and by involving them in this way the level of both innovation and customer solutions should increase sales through service.

Of most interest is that fact that supposedly between 40 and 90% of staff time is now wasted on unproductive tasks, and how such divergent operations as a retailer - in this case John Lewis - and local council - Haringey - are using similar tools and relationship management techniques to achieve success in making them consumer-centric.

Dub has long believed in workplace innovation, a form of closed open innovation if you like, but it's potential also to harvest new collaborative networks and end-user relationships is vast.

Categories: Business, Co-creation, Open-innovation, WOM.