An unusual title, but to find out how your customers’ needs are changing you need to go out and experiment. Not just experiments around new offerings, new supporting services and new markets, but new ways of inter-acting with customers and potential customers too.
Reporting back on the learning from this “innovation agenda” should be part of regular management meetings.
But excel at analysing and learning from failure too. In the most successful recession recovery organisations that I have worked with the best initiatives had their roots in failed experiments.