Customer - Self Coaching - Customer Innovation

Customer innovation

** Please note we would advise that you complete the self coaching section on a desktop computer, as you may need to print out some sections in order to complete **

This document is designed to encourage your thinking around a specific area of your development by providing you with some information and asking you coaching questions to consider how this relates to you and your way of working.

Having completed this workbook you should find that you have:

     A clear understanding of your current performance around innovation

     Identified current barriers / challenges that you are faced with when being innovative

     Considered the way in which you could overcome these barriers / challenges

     Identified things that you could do differently and/or created some plans on how to move forward in this area of your development You should work through this workbook on your own, consider all questions carefully and answer them honestly. This will help ensure you gain the full benefit of this development tool.  


 A little girl was watching her mother prepare a fish for dinner. Her mother cut the head and tail off the fish and then placed it into a baking pan. The little girl asked her mother why she cut the head and tail off the fish. Her mother thought for a while and then said, 'I've always done it that way - that's how babicka (Czech for grandma) did it.' Grandma thought for a while and replied, 'I don't know. My mother always did it that way.' Great grandma thought for a while and said, “Because my baking pan was too small to fit in the whole fish”.   

Being Innovative doesn’t mean you’ve got to reinvent the wheel but just entails a little bit of thinking outside the box.

So the little girl and the grandma went to visit great grandma to find ask if she knew the answer.

Not satisfied with the answer, the little girl went to visit her grandma to find out why she cut the head and tail off the fish before baking it.

Being Innovative means to come up with new ideas or methods to do things. As the saying goes ‘if you always do what you’ve always done, you’ll always get what you’ve always got’. The following illustrates the point!


Customer - Self Coaching - Customer Innovation

Self Coaching

Current Innovation

To what extent do you think you already innovate for your customers?


How would you like this to be?


If you were to be more innovative for your customers what impact would this have on your performance?


Who do you work with in store that you consider to be innovative in their approach? Customer Innovation


What can you learning from this person that could be applied more widely in your store?


What experience will your customers and colleagues have in your store when you are working in a more innovative way?

Customer - Self Coaching - Customer Innovation

Self Coaching

Innovative Organisations

Think about other organisations (not necessarily retailers) that you know about? How do these organisations innovate for their customers?

How do these organisations perform and how are they perceived? What are the differences between those who do innovate and those that don’t?

What can you learn from these organisations that you could adapt and apply in your store?


Opportunities to Innovate in Your Store

Take a look at your store. What issues or opportunities do you see ongoing that you have not acted upon yet?

What has stopped you taking action?

How would you like to take action?

What is it about these issues or opportunities that makes you want to do something differently?

How can you establish when you should be innovative and when you should approach a situation as you had done in the past?

If you had no boundaries to work within what actions could you take regarding the current issues / opportunities in your store?

What is the one option you have that will have the biggest impact on your store?

How can you make this happen?

Customer - Self Coaching - Customer Innovation

Self Coaching

Summary and Next Steps

What next steps could you put in place to innovate for your customers?

Are you committed to take the action required to be innovative with your Customers?

How will you know when you are being more innovative?

Build the Next Steps required into your Stores business plan