Enhance Productivity and Efficiency with Stephen’s Innovation Insights

Innovation Insights by Stephen Shapiro

In Best Practices are Stupid, I discuss the need to “innovate where you differentiate.” That is, discover what you do better than everyone else and rally all of your innovation efforts around that.

In the book I discuss one company that does this well – USAA.  They provide financial services to families of the military. For them, their differentiator is clear: they serve those who serve our country. In other words, customer service.

Today I saw confirmation that indeed USAA is innovating where they differentiate. They were #1 and #2 in customer service rankings according to the 2013 Temkin Customer Service Ratings. Congratulations USAA.

What about you?

  • Where do you differentiate?
  • On which list would you be #1?
  • Does everyone in your organization have a clear understanding of this differentiator?
  • Is this used to prioritize your innovation efforts?

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