Gibson: I think cross-pollination is absolutely critical. It’s a wonderful tool. How do we address customer needs and expectations in new ways? And there we all can learn a lot from looking outside our own industry. Ask yourself, if Amazon was running our bank, what would the bank be like? If Google was offering financial advice to my client, what would Google do? Some financial services companies are learning from Apple and trying to turn their bank branches into more like Apple stores.
My best recommendation is to look at companies that are creating wonderful customer experiences like Disney, like British Airways, like Virgin Atlantic and ask, what are they doing that is creating such a great customer experience? How do we learn from that? How do we learn from these companies that bring incredible customer value and how do we cross-pollinate and bring some of these ideas into our own industry? That’s still innovation.
For further information on Rowan Gibson: www.rowangibson.com
The Institute for Innovation Development is an educational and business development catalyst for growth-oriented financial services firms. We position our members with the necessary ongoing innovation resources and coaching to drive and facilitate their growth, differentiation and unique community engagement strategies. The institute launched with the support and foresight of our founding sponsor partners --Innovation Equity Partners, Pershing, Ultimus Fund Solutions, Fidelity, MeridianIQ/AdviceIQ & Charter Financial Publishing (publisher of Financial Advisor and Private Wealth magazines). Together, we help make innovation happen. For more information or to join, click here.