The best ideas come from people closest to the customer

I found this SMR article on how Chubb employed social business tools to accelerated new products development very informative.  Please note particularly:

“Chubb has been able to democratize innovation on both the product and process side. “People suddenly find they have a voice, have an identity and can be acknowledged for their input,” says Myers. “We’ve discovered that the best ideas, or idea fragments, come from people closest to the customer and broker, usually inversely related to title. We’re finding that sales representatives or office clerks are probably in the best position to know where the pain points are of people you’re trying to sell policies to.”

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Insight, Frontline Employees, Innovation. Bookmark the permalink.

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