Without innovation, there is nothing new. Without anything new, there is no progress. An increasing trend in customer expectations means new ideas, devices and methods must be created to accommodate these changes. The focus should not be on optimising existing technologies, but instead creating an entirely new way of doing something.

By familiarising yourself with the psychological characteristics that are common of innovative businesses and individuals, it becomes clear how these ideas come to life.

So, what is the psychology behind innovation?

I have been working from home for the best part of the last seven years. It brings a lot of great things like flexibility and work-life balance (I prefer work-life integration) benefits, but it can take a little getting used to.

I’ve spoken to many businesses that are transitioning to a work from home model for the foreseeable future due to the current global health concerns, so I wanted to share some of the lessons I’ve learned through trial and error over the years to help others succeed at this transition.

Customer expectations are rapidly evolving as technology advances, especially with the introduction of bots and automation. In 2020, customers want and demand a full-service customer experience. They want more than just their questions answered or problem solved; they want you to know them intimately, respond to them immediately, interact via any and all channels and at the time and method most convenient for them.

Outsourcing key components of a business function is something we often recommend to clients, and when it is done well it can drive improvements in both financial and customer outcomes, while also driving increased staff engagement for your remaining in-house team. 

However, there are a few hidden costs and key success factors that you should be aware of when considering this approach for your business.  

Your team member’s ability to quickly understand your customer’s emotions and needs and adapt their own approach accordingly is the secret-sauce that will set your business apart and drive extreme customer loyalty.