How do you keep stakeholders and customers in the loop during change and innovation?

1 Know your audience

Before you share any information about your change or innovation project, you need to understand who your stakeholders and customers are, what their needs and expectations are, and how they might be affected by your plans. You can use tools like stakeholder analysis, customer personas, and empathy maps to identify and segment your audience, and tailor your messages accordingly. For example, you might need to emphasize the benefits and value of your change or innovation for your customers, while addressing the risks and challenges for your employees.

2 Choose your channels

Depending on the size, scope, and complexity of your change or innovation project, you might need to use different channels and methods to communicate with your stakeholders and customers. You should consider the frequency, format, and tone of your communication, as well as the feedback mechanisms and opportunities for engagement. For example, you might use email newsletters, webinars, social media posts, surveys, or focus groups to inform, educate, and consult your audience. You should also leverage existing channels and platforms that your stakeholders and customers are familiar with and trust.

3 Be transparent and honest

One of the key factors that can influence the success of your change or innovation project is the trust and credibility that you build with your stakeholders and customers. You should be transparent and honest about the purpose, process, and progress of your project, and avoid hiding or sugarcoating any potential issues or challenges. You should also acknowledge and address any concerns or questions that your audience might have, and provide clear and consistent information and updates. By being transparent and honest, you can reduce uncertainty and anxiety, and increase confidence and commitment.

4 Invite feedback and collaboration

Communication is not a one-way street. You should also invite feedback and collaboration from your stakeholders and customers, and show that you value their input and involvement. You can use various tools and techniques to collect and analyze feedback, such as surveys, polls, interviews, or user testing. You can also create opportunities for collaboration, such as co-design workshops, brainstorming sessions, or hackathons. By inviting feedback and collaboration, you can improve your change or innovation project, and foster a sense of ownership and empowerment.

5 Celebrate and recognize

Finally, you should celebrate and recognize the achievements and contributions of your stakeholders and customers during your change or innovation project. You should share the results and outcomes of your project, and highlight the benefits and value that it brings to your audience. You should also acknowledge and appreciate the efforts and feedback of your stakeholders and customers, and reward them accordingly. For example, you might send thank-you notes, offer discounts or vouchers, or feature testimonials or stories. By celebrating and recognizing, you can strengthen your relationship and loyalty with your audience, and encourage them to support your future initiatives.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?