A Challenger Mindset needs to start internally. How can you discuss sustainability with your consumers if you’re not evaluating and optimizing your internal operations? How can you join the fight against prejudice if you’re not championing inclusivity and asking the tough questions within your own team? How can you challenge your competitors if you are not challenging yourself?
For brands to fully embrace Challenger Thinking and encourage employees to do the same, we suggest an intervention that forces teams to consider an alternate point of view.
Start by identifying the unassailable truths of your industry and competitors: pricing, quantity, packaging, delivery, timing, efficacy, communication, service, lifespan, availability, target, jobs to be done, accepted points of failure, warranties, and consider the following questions:
- If we started our business from scratch, releasing ourselves from constraints, how would we address the customer pain point?
- With respect to our target customer – who are we serving and who are we ignoring or leaving behind? How can we better serve them?
- What would need to be true in order for us to deliver a product or service at half the cost or twice the quantity? With considerably less packaging? etc.
In addition, read your customer reviews – both positive and negative – to identify opportunities to be better and deliver requests that have gone unanswered. Do the same exercise for your competitors. Make sure you use your own product and journal your experience to identify how you can be better. Ask others in your company or network to do the same, ensuring you get a diverse set of perspectives.
Spend a day, month or quarter in customer support engaging with customers and helping them with their concerns to build your empathy and understanding.
Accept that you will fail, because it will happen. It’s the only way you’ll make progress. Embracing Challenger thinking means embracing discomfort. Use that discomfort to propel you forward. Let the feeling become the force that guides you to ask hard questions and change something in the world for the better.
Discover more about How Corporations Can Embrace a Challenger Mindset.