With the coronavirus pandemic, we have learned about the significance of social distancing in order to reduce the spread of infection. On the other hand, no matter how big or small an organization is, social distancing puts a lot of pressure on the way they do business and/or run operations. Yet, it is becoming clear that organizations are relying more and more on different online, digital and collaboration tools to keep the operations running, and the same is true for the customers and consumers who are spending more time at home, usually watching TV or surfing on the internet. And here organizations can discover and exploit the immense opportunity for product innovation.
How to maximize customers’ feedback during the crisis?
In order to ensure that your organization is able to quickly and efficiently respond to changing customers’ needs during the crisis, you should consider to co-create with them. Co-creation is the process where organizations and consumers work together to create better ideas, products and services. In this process, customers have a seat at the head of the table and no pandemic will change that. Of course, digital tools play an important role in this process.
Feedback channels, like crowdsourcing tools that support open innovation with your customers, represent an ongoing conversation channel that will help you explore and understand the voice of the customers. Customers’ perspective will help companies develop new products and features that are aligned with their current and future needs.
How can digital solutions assist an organization to collect and analyze customers’ feedback?
By having an easy-to-use and engaging method in place to collect customers’ feedback and collaborate around their product ideas, organizations are able to help safeguard their own product innovation during the crisis and be well prepared for the time after the crisis, as well.