6/13/24
Topic: 6 Keys to Customer-Centric Innovation
Guest: Dr. Cassie Krejci Ph.D., Head of Science & Innovation, North America, for Rentokil Initial
In this episode we discuss:
Our sponsors Coalmarch by Workwave and PestSure
PMP Industry Insiders Peer Groups
Cassie's background and why she became an entomologist
How she's a Texas A&M Aggie and has the ring to prove it
Her role in opening the new Rentokil Terminix Innovation Center in Dallas
Technical services vs. innovation and how she focuses on service innovation as much as innovation in products and tools
Her six points of innovating for the customer
Understanding unmet needs by leading with empathy
Creating "yes" conversations
Focusing your attention on unknowns
Identifying go/no-go decisions
Asking stakeholders (customers or technicians) for feedback
Looking at patterns of human behavior (customers or technicians)
Cassie's social media accounts and why she started them:
Her first viral Tiktok video (1.3 million views)
The four reasons she says social media is important and what she typically discusses
Her social media recommendations for others in pest control
Terminix's educational campaign: Harry's Big Adventure
Notable: "Don't let AI write all your content. Put a face and a brand consistency to what you're saying, and you're more likely to ... get followers because people appreciate that." —Dr. Cassie Krejci, Ph.D.
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