{"id":227,"date":"2011-10-11T09:14:05","date_gmt":"2011-10-11T09:14:05","guid":{"rendered":"http:\/\/aublet.eu\/wordpress\/?p=227"},"modified":"2011-10-11T09:14:05","modified_gmt":"2011-10-11T09:14:05","slug":"dont-innovate","status":"publish","type":"post","link":"https:\/\/aublet.eu\/wordpress\/2011\/10\/dont-innovate\/","title":{"rendered":"Don&rsquo;t innovate&#8230;"},"content":{"rendered":"<h1>&#8230; If the fundamentals of your business are not respected!<\/h1>\n<h2>\n<p>Anecdotes:<\/h2>\n<h3><\/h3>\n<h3>\nHow to fail a new concept?<\/h3>\n<p>The French National Mail has made in recent years a real effort to modernize its offices : a new layout, new in-store signaling, new services, a new organization of flows and work &#8230; The whole is intended to improve traffic flow, deduce waiting time, increase customers&rsquo; satisfaction and prepare the French Mail to the opening of European competition.<\/p>\n<p>But:<\/p>\n<ul>\n<li>Problem of staffing \/ signaling: two counters opened, only one employee present.<\/li>\n<li>Problem of behavior \/ training: the only employee stays at her usual workstation, without looking elsewhere, not aknowledging the queue forming at the other desk..<\/li>\n<\/ul>\n<p>And:<\/p>\n<ul>\n<li>Customers of the \u00ab\u00a0ignored\u00a0\u00bb queue then ask the employee \u00a0when her colleague will arrive, only to be told they must join the queue at \u00ab\u00a0her\u00a0\u00bb position &#8230; and wait again for about ten minutes!<\/li>\n<li>Complaints and nervousness appeare: \u00ab\u00a0It&rsquo;s always the same thing here at the post office; nothing changes\u00a0\u00bb &#8230;<\/li>\n<\/ul>\n<h3>\nHow a new technology kills the customer relationship?<\/h3>\n<p>Take the case of this company based in Paris: a number of cumbersome procedures are automated as part of a large IT project, the objective is to secure complex transactions during meetings with clients to accelerate\u00a0processes and avoid costly complaints and litigations.<\/p>\n<p>But:<\/p>\n<ul>\n<li>Lack of involvement of sales staff early on in the specifications.<\/li>\n<li>Only technical training (and no behavioral evolution) of sales staff on the new technology.<\/li>\n<\/ul>\n<p>And:<\/p>\n<ul>\n<li>The staff are confused by the pace and the new rules imposed by the new system.<\/li>\n<li>The staff are sucked into a \u00ab\u00a0tunnel\u00a0\u00bb as their attention, supposedly turned towards the customer and his needs, is captured by the technique.\u00a0They are not listening!<\/li>\n<li>20% drop in sales after one year &#8230;<\/li>\n<\/ul>\n<h3>\n<p>When a truly innovative technology falls asleep in a corner of the store?<\/h3>\n<p>Two distributors decide to set up new points of sale (POS) on their sales surface; the objective is for the first company to provide staff access to more information away from their usual work position, the\u00a0second is to give clients (touch screens) access to a broader catalog and staff live incentories<\/p>\n<p>But:<\/p>\n<ul>\n<li>No training or explanation of the value of this new POS; no inscription of the POS in a new staff behavioral policy (to make them more mobile).<\/li>\n<li>No registration of the touch screen terminal in a real-client relationship, so no specific and truly intuitive merchandising (terminal placed in a cold spot) and a failure to take into account the human factor (staff unpaid for transactions processed on the touch screens, thus effectively in competition with them!).<\/li>\n<\/ul>\n<p>And:<\/p>\n<ul>\n<li>POS always\u00a0\u00bbdown\u00a0\u00bb (sabotaged by creating false contacts, eventually removed).<\/li>\n<li>Unused terminal and touch screnn innovation found to be ineffective &#8230;<\/li>\n<\/ul>\n<h2>\nA real differentiation for the best:<\/h2>\n<p>The conceptual and technological innovations do not implement simply: making a copy-paste of the competition is bound to fail if the change does not really reflect on the DNA of the brand and its relationship with its\u00a0customers; this reflection must of course be communicated well in advance to teams and a strategy of appropriation set in place.<\/p>\n<p>If not, innovation will only increase the shortages of the brand and promote the competition.<\/p>\n<div style=\"float: right; margin-left: 10px;\"><a href=\"https:\/\/twitter.com\/share\" class=\"twitter-share-button\" data-via=\"manuaublet\" data-hashtags=\"change+management,innovation\" data-count=\"vertical\" data-url=\"https:\/\/aublet.eu\/wordpress\/2011\/10\/dont-innovate\/\">Tweet<\/a><\/div>\n","protected":false},"excerpt":{"rendered":"<p>&#8230; If the fundamentals of your business are not respected! Anecdotes: How to fail a new concept? The French National Mail has made in recent years a real effort to modernize its offices : a new layout, new in-store signaling, &hellip; <a href=\"https:\/\/aublet.eu\/wordpress\/2011\/10\/dont-innovate\/\">Continuer la lecture <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[4,7,10],"tags":[27,5],"class_list":["post-227","post","type-post","status-publish","format-standard","hentry","category-change-management","category-customer","category-nouveaux-usages-new-services","tag-change-management","tag-innovation"],"_links":{"self":[{"href":"https:\/\/aublet.eu\/wordpress\/wp-json\/wp\/v2\/posts\/227","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aublet.eu\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/aublet.eu\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/aublet.eu\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/aublet.eu\/wordpress\/wp-json\/wp\/v2\/comments?post=227"}],"version-history":[{"count":4,"href":"https:\/\/aublet.eu\/wordpress\/wp-json\/wp\/v2\/posts\/227\/revisions"}],"predecessor-version":[{"id":231,"href":"https:\/\/aublet.eu\/wordpress\/wp-json\/wp\/v2\/posts\/227\/revisions\/231"}],"wp:attachment":[{"href":"https:\/\/aublet.eu\/wordpress\/wp-json\/wp\/v2\/media?parent=227"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/aublet.eu\/wordpress\/wp-json\/wp\/v2\/categories?post=227"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/aublet.eu\/wordpress\/wp-json\/wp\/v2\/tags?post=227"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}