A shift in perspective
More from the innovation session...
What if we looked at member complaints as the seeds of new products and services?
If members are complaining, they're not happy with the way things are. Are you listening to the patterns in customer/member complaints? What are they telling you? Are there ideas for doing things differently that you can explore?
3M invented "Super-Sticky Post-It notes" because of so many customer complaints about "regular" Sticky Notes always falling off the old big-box computer monitors.