The Art of Intellectual Influence

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One of the driving themes for 2013 and 2014 is customer experience. The imperative comes through loud and clear in the vision and values of many modern organisations. As the customer facing teams …

One of the driving themes for 2013 and 2014 is customer experience. The imperative comes through loud and clear in the vision and values of many modern organisations. As the customer facing teams develop skills around delivering a great customer experience so they increasingly expect that same experience delivery from their internal IT service providers.

Understanding the art of Intellectual Influence enables IT professionals:
• To secure the budget funding they need for CX and other growth projects, to keep their internal customers happy; and
• To enhance their personal brand and reputation, for career growth and success.

Dr Mark Strom says “ There are three things that make and keep a reputation: Competence: We have to know and be able to do what anyone else in our field should know and be able to do; Integrity: We need to be trustworthy; and Brilliance: Not IQ, but the ability to shine in what we do, to bring to our work and customers our distinctive imagination, voice, heart, craft and community.”

In this keynote Jennie Vickers will introduce you to the art of intellectual influence and how you can develop your brilliance and your reputation.

More in: Business , Technology
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  • 1. November 2013 ALGIM Conference ! Jennie Vickers zeopard.com
  • 2. INTELLECTUAL INFLUENCE - The Art & The Science Zeopard.com @jennievickers
  • 3. YOUR INTERNAL CUSTOMERS? TITLE TEXT Video Link: http://www.youtube.com/watch?v=FSIkjNaICsg Jennie Vickers Zeopard Think Zeopard.com Zeopard.com @jennievickers
  • 4. Welcome to the COMSHARE contracts prevention office... Zeopard.com @jennievickers
  • 5. “The real true source of power, in any company today is ideas... Zeopard.com @jennievickers
  • 6. ...the rest is housekeeping” - Marsh Fisher, founder of Century 21 Zeopard.com @jennievickers
  • 7. “Curious how often you humans manage to obtain that which you 
 do not want.” - Spock in the Errand of Mercy Zeopard.com @jennievickers
  • 8. THE CHALLENGES OF SERVICE DELIVERY Cost centre or value creators? 
 What do we want to be known for? Zeopard.com @jennievickers
  • 9. WE’RE ALL LOOKING TO INFLUENCE SOMEONE-WHO IS IN THE ROOM? •Managers! •Individuals! •Aspirational Managers! •CEO’s! •CIO’s! •Suppliers Your colleagues are your customers-they are your internal customers Zeopard.com @jennievickers
  • 10. Who are you trying to influence? Zeopard.com @jennievickers
  • 11. THE WORLD HAS SHIFTED Zeopard.com @jennievickers
  • 12. FUTURE OF COMPUTING ! ! 1. Search was king of the last era! ! ! ! ! - as of Sept 2012 overall 
 search volume on web has 
 started to decrease! - now using App driven 
 mechanics to find your 
 content as these provide 
 context around requests 
 ensuring more accurate 
 responses! Forrester Research Blog Zeopard.com @jennievickers
  • 13. FUTURE OF COMPUTING ! ! ! 2. Experience will begin to 
 replace Apps! - customers simply want 
 a great experience! - design more important! ! 3. Data is the new currency 
 Data=currency! APIs=new banks! API Management = financial advisor! ! Forrester Research Blog Zeopard.com @jennievickers
  • 14. THIS IS WHAT CEO’S ARE THINKING ABOUT Zeopard.com @jennievickers
  • 15. WHAT ARE PUBLIC SERVICE CEO’S NOW LOOKING AT DELIVERING? Better Public Services Advisory 
 Group Report November 2011 “Capitalising on new technology and ways of engaging such as social media will reduce costs and help meet citizens’ and businesses’ expectations for their dealings with government” Zeopard.com @jennievickers
  • 16. HOW MANY PUBLIC SERVICE IT STAFF ARE ACTIVE THEMSELVES ON SOCIAL MEDIA? If you are not using these social tools how can you advise or manage their use? “Starting with a social media control policy is a recipe for disaster. Thought Leadership means finding the how and not the why not” Zeopard.com @jennievickers
  • 17. THIS IS WHAT CIO’S ARE THINKING ABOUT ! ! Pressure on CIOs! Chris Murphy of Information Week says:! ! “Make IT measurably more relevant 
 to your customers” ! “We're living through a historic shift that 
 makes technology more important -- in fact, 
 indispensable -- to building close customer 
 ties. IT leaders can seize the moment by 
 ruthlessly focusing 2013's goals on the 
 customer who buys their products.” ! ! ! Zeopard.com @jennievickers
  • 18. FOCUS ON THOUGHT LEADERSHIP • • Thought leaders are individuals or organisations that are recognised by peers, customers and industry experts as someone who deeply understand the business they are in, the needs of their customers, and the broader marketplace in which they operate ! • Zeopard.com The term was first coined in 1994, by Joel Kurtzman, editor-in-chief of the magazine, Strategy+Business ! Thought leaders have a distinctively original idea, a unique point of view 
 or an insight @jennievickers
  • 19. “Thought leadership centres on earning trust and credibility. Thought leaders get noticed by offering something different— information, insights, and ideas, 
 for instance. ! Thought leadership positions you and your company as an industry authority and resource and trusted advisor by establishing your reputation as a generous contributor to your industry.” Zeopard.com @jennievickers
  • 20. FOCUS ON WISDOM Mark Strom’s book coming in Feb 2014 Zeopard.com @jennievickers
  • 21. Zeopard.com @jennievickers
  • 22. TITLE TEXT INTRODUCTION Jennie Vickers Zeopard Think Zeopard.com Zeopard.com @jennievickers
  • 23. TITLE TEXT INTRODUCTION Jennie Vickers Zeopard Think Zeopard.com Zeopard.com @jennievickers
  • 24. TITLE TEXT INTRODUCTION Jennie Vickers Zeopard Think Zeopard.com Zeopard.com @jennievickers
  • 25. 10 HOT STRATEGIC TECH TRENDS 2014 1. Mobile Device 
 Diversity and 
 Management! ! 2. Mobile Apps and 
 Applications! ! 3. The Internet of 
 Everything! ! 4. Hybrid Cloud & IT as 
 Service Broker! ! 5. Cloud/Client 
 Architecture! ! Zeopard.com @jennievickers
  • 26. 10 HOT STRATEGIC TECH TRENDS 2014 6. The Era of 
 Personal Cloud! ! 7. Software Defined 
 Anything! ! 8. Web-Scale IT! ! 9. Smart Machines! ! 10. 3D Printing Zeopard.com @jennievickers
  • 27. 10 KEY THEMES FROM ORACLE OPENWORLD 2013 ! 1.! By 2016, half of the world’s big data will be stored in the cloud. – Oracle ! ! 2.! There are 1 billion smartphone users in the world, and 80% of them use social. - Oracle! ! 3.! Customers today and in the newer generations want things that are simple and have been engineered to work together. – Mark Hurd, President, Oracle! ! 4.! Centricity has switched from your company timeframe to the buyer’s timeframe, and we need to be prepared to jump– Paul Teshima, GVP Product Management, Oracle Eloqua! Zeopard.com @jennievickers
  • 28. 10 KEY THEMES FROM ORACLE OPENWORLD 2013 ! 5.! 49% of executives believe that customers will switch brands due to a poor customer experience, but in reality, 89% of customers have already switched. –Brian Curran, Vice President, Customer Experience Strategy and Design, Oracle! ! 6.! Within the next year, every company should be measuring the Customer Effort Score, or the ability to analyze how much effort a customer has to exert in order to do business with you. – Brian Curare! ! 7.! Organizations that focus on the customer journey have on average a 20% improvement on overall customer satisfaction and see a 10-15% growth in revenue. -Brian Curran! Zeopard.com @jennievickers
  • 29. 10 KEY THEMES FROM ORACLE OPENWORLD 2013 ! 8.! Twenty percent (20%) of revenue lost in businesses is due to bad customer experiences. -David Vap, Group Vice President, Oracle! ! 9.! By 2017, 87% of the US population will have mobile Internet devices, which is more than homes that have broadband. –Reggie Bradford, SVP of Product Development at Oracle! ! 10.! There always will be someone else fighting for the attention of the consumer, whether or not they are your competitors. Be timely, relevant, brave, and humble. –Lars Silberbauer, Global Director of Social Media, LEGO! ! Zeopard.com @jennievickers
  • 30. MY DAD Zeopard.com @jennievickers
  • 31. LAWYERS Zeopard.com DOCTORS @jennievickers
  • 32. Left Brain VS Right Brain Zeopard.com @jennievickers
  • 33. CX Zeopard.com @jennievickers
  • 34. Fishing and talking! Zeopard.com @jennievickers
  • 35. Buzan Brain FRIENDLY LEARNING Zeopard.com @jennievickers
  • 36. Utility Sector: Trees and Lines Zeopard.com @jennievickers
  • 37. CCO Director for Rodney and CCO Governance Advisor Zeopard.com @jennievickers
  • 38. zeopard Zeopard.com @jennievickers
  • 39. Zeopard.com @jennievickers
  • 40. Legal AND COMPLIANCE, HR AND IT departments… …We are not the sexy TEAMS Zeopard.com @jennievickers
  • 41. “The significant problems we have cannot be solved at the same level of thinking with which we created them.” ! Albert Einstein Zeopard.com @jennievickers
  • 42. Cost Centre - Not profit centre - EASIER TO OUTSOURCE Zeopard.com @jennievickers
  • 43. Are your colleagues going around you? Zeopard.com @jennievickers
  • 44. INTROVERTS VS EXTROVERTS Zeopard.com @jennievickers
  • 45. THE GOOD NEWS IS THAT Being an introvert is now COOL Zeopard.com @jennievickers
  • 46. QUIET- THE POWER OF INTROVERTS IN A WORLD THAT CAN’T STOP TALKING Zeopard.com @jennievickers
  • 47. LOTS OF BOOKS TO HELP INTROVERTS - MY FAVOURITE: Zeopard.com @jennievickers
  • 48. PAUL’S SUGGESTION FOR A BOOK TO HELP EXTROVERTS 
 BECOME MORE LIKE INTROVERTS: Zeopard.com @jennievickers
  • 49. Speaking different languages Zeopard.com @jennievickers
  • 50. Are you inflicting your language on your customers? ! tickets are for buses and trains and even the movies Zeopard.com @jennievickers
  • 51. STAKEHOLDER EXPECTATIONS ! • ! Customer Experience in 
 a Consumer world! • Frustration with service 
 ! indifference! • Home computing speeds and 
 ! easy use devices! • Rate payer expectations Zeopard.com @jennievickers
  • 52. WHAT IS CAUSING THE ATTENTION ON CX? What is Customer Experience? • What is CX?! • What is involved with CX Zeopard.com @jennievickers
  • 53. WHAT IS CX? Zeopard.com @jennievickers
  • 54. CUSTOMER EXPERIENCE - DEFINITION “CX is how your customers perceive their interactions with your company” ! ! - Forrester Research Inc.! ! Zeopard.com @jennievickers
  • 55. CUSTOMER EXPERIENCE DEFINITION
 From the Beyond Philosophy Group adapted for internal customers “An internal customer experience is an interaction between a department and an internal customer as perceived through that internal customer’s conscious and subconscious mind. It is a blend of the department’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against internal customer expectations across all moments of contact.” Zeopard.com @jennievickers
  • 56. WHY SHOULD YOU CARE ABOUT CUSTOMER EXPERIENCE? t f e Pr no st r Fir v r t Gover t Internal service Pr Pr © Zeopard 2013 Zeopard.com r t r Fir t Fir @jennievickers
  • 57. WHY YOU SHOULD CARE ABOUT CUSTOMER EXPERIENCE • Commoditisation has stripped away existing sources of differentiation - CX is it Zeopard.com @jennievickers
  • 58. DIGITAL EXPERIENCE ! ! ! Latest research goes further and says: ! One of the last remaining areas of differentiation is the ability to provide compelling user experiences through digital channels. ! Forrester Research Zeopard.com @jennievickers
  • 59. PERCEPTION IN ACTION AT A SUCCESSFUL CX BUSINESS... Zeopard.com @jennievickers
  • 60. THE EXPERIENCE ECONOMY - THIS IS NOT A NEW FAD “Economists have typically lumped experiences in with services, but experiences are a distinct economic offering, as different from services as services are from goods. Today we can identify and describe this fourth economic offering because consumers
 unquestionably desire experiences, and more and more businesses are responding by explicitly designing and promoting them.”! ! Harvard Business Review July 1998 Welcome to the emerging experience economy. Joseph Pine and James Gilmore Zeopard.com @jennievickers
  • 61. FALLING SHORT ON DELIVERING THE EXPERIENCES CUSTOMERS WANT ! • Slow adoption rate of customer expected capabilities ! • Significant opportunities for improving experiences! • Across research, buying, and post purchase processes! • Inflexible technology, siloed organisations and systems, insufficient investment, and inability to measure performance hinder success! ! Solving The Execution Chasm Requires A New Approach to CX! ! ! ! ! ! Zeopard.com @jennievickers
  • 62. THE EXPERIENCE ECONOMY “As services, like goods before them, increasingly become commoditized—think of long-distance telephone services sold solely on price—experiences have emerged as the next step in what we call the progression of economic value. From now on, leadingedge companies—whether they sell to consumers or businesses—will find that the next competitive battleground lies in staging experiences.” ! Harvard Business Review July 1998 Welcome to the emerging experience economy. Joseph Pine and James Gilmore! ! / Zeopard.com @jennievickers
  • 63. THE AGE OF THE CUSTOMER Age of the customer Empowered buyers demand a customer focus -? 0 201 Age of distribution Global connections make distribution key. 10 -20 990 1 990 0-1 196 60 -19 Age of information those who control information 0 190 Age of manufacturing Mass manufacturing boosts industrial powerhouses. Zeopard.com Source: @jennievickers
  • 64. How annoying ARE YOUR HR department & legal/compliance team? Zeopard.com @jennievickers
  • 65. Do your IT contracts reflect the work you do and how you do it? 
 Can you find clauses in contracts fast? Zeopard.com @jennievickers
  • 66. Have they spent time understanding what you do and how you do it? Zeopard.com @jennievickers
  • 67. HR CHALLENGES Only 15% of HR’s time is spent on strategic activities, 
 while 71% is still spent on service delivery, record keeping, compliance and internal management. ! -HR Transformation in EMEA, Mercer 2010 Zeopard.com @jennievickers
  • 68. “It has been a source of frustration for many years that my HR team has been preoccupied with administration and process and has not had time and focus to do a role that really adds value. While I recognise that access to quality data has often hampered them, it has not made my job easier.” ! - Carl Rogers, CEO of Asplundh NZ (2012) Zeopard.com @jennievickers
  • 69. “In The Lawyer Bubble: A Profession in Crisis, Steven J. Harper argues that legal jobs are disappearing not because of 
 short-term economic fluctuations 
 but because of powerful 
 long-term trends.”! ! Adam Cohen: Is There Really a ‘Lawyer Bubble’? | TIME.com Zeopard.com @jennievickers
  • 70. Be everything your colleagues are not Zeopard.com @jennievickers
  • 71. “Business today is conducted in the language of numbers. Every business unit in a company is expected to make and depend on decisions based on data.” ! - Mark Hurd ORACLE PRESIDENT Zeopard.com @jennievickers
  • 72. YOU HAVE THE SKILLS TO HELP INTERNAL CUSTOMERS LOOKING FOR VISION Video Link: http://www.youtube.com/watch?v=ziOG_GHNVq0 Zeopard.com @jennievickers
  • 73. “Software engineers are the most creative people 
 I know, but are too rarely perceived as such” - Shona Grundy CEO Zeopard.com @jennievickers
  • 74. Making the shift from IT administrator to IT strategic advisor 
 - it is your choice Worth remembering that no-one outsources their strategy department! Zeopard.com @jennievickers
  • 75. “The bureaucratic mentality is the only constant in 
 the universe” - Dr McCoy, Star Trek Zeopard.com @jennievickers
  • 76. ! "IT departments which are disconnected from their internal customers are increasingly going to find that software as a service has appeared in their domain and they belatedly get the difficult task of integration. Your choice: stay close or get rained on” Doug Hughes Zeopard.com @jennievickers
  • 77. More important Wisdom Knowledge Benefit to Humanity Information Data Zeopard.com Less important @jennievickers
  • 78. Data Raw material processed information. 
 Volumes of data help identify trends and patterns Zeopard.com @jennievickers
  • 79. Information Patterns and trends and other sources of
 information together = knowledge Zeopard.com @jennievickers
  • 80. Wisdom Knowledge Info ofInformation which someone
 is aware Data Zeopard.com @jennievickers
  • 81. Wisdom Born from knowledge
 plus experience Zeopard.com @jennievickers
  • 82. More important Wisdom Knowledge Benefit to Humanity and your Internal Customers Information Data Zeopard.com Less important @jennievickers
  • 83. DISTINGUISHING WHO WE ARE VS HOW WE THINK vst Zeopard.com @jennievickers
  • 84. CONVICTIONS Zeopard.com VS CONVINCING @jennievickers
  • 85. Influence is not about persuasion Zeopard.com @jennievickers
  • 86. “Influence happens when you step up with 
 Transporter Thinking - Jennie Vickers, inspired by Star Trek Zeopard.com @jennievickers
  • 87. 4. CONTENT 7. ENGAGEMENT 2. CONTEXT 5. IMPACT 8. PLATFORM 3. ENQUIRY 6. VALUE 9. CONVERSATION 1. INSIGHT Insight Zeopard.com @jennievickers
  • 88. AUDIENCE 1. INSIGHT Insight 2. CONTEXT AUDIENCE Text 3. ENQUIRY Zeopard.com @jennievickers
  • 89. PRODUCT 4. CONTENT 5. IMPACT PRODUCT 6. VALUE Zeopard.com @jennievickers
  • 90. DELIVERY 7. ENGAGEMENT 8. PLATFORM DELIVERY 9. CONVERSATION Zeopard.com @jennievickers
  • 91. AUDIENCE 1. INSIGHT Insight 2. CONTEXT AUDIENCE Text 3. ENQUIRY Zeopard.com @jennievickers
  • 92. 1. INSIGHT Insight Zeopard.com @jennievickers
  • 93. 2. CONTEXT Zeopard.com @jennievickers
  • 94. 3. ENQUIRY Zeopard.com @jennievickers
  • 95. PRODUCT 4. CONTENT 5. IMPACT PRODUCT 6. VALUE Zeopard.com @jennievickers
  • 96. 4. CONTENT Zeopard.com @jennievickers
  • 97. 5. IMPACT Zeopard.com @jennievickers
  • 98. 6. VALUE Zeopard.com @jennievickers
  • 99. DELIVERY 7. ENGAGEMENT 8. PLATFORM DELIVERY 9. CONVERSATION Zeopard.com @jennievickers
  • 100. 7. ENGAGEMENT Zeopard.com @jennievickers
  • 101. 8. PLATFORM Zeopard.com @jennievickers
  • 102. 9. CONVERSATION Zeopard.com @jennievickers
  • 103. 4. CONTENT 7. ENGAGEMENT 2. CONTEXT 5. IMPACT 8. PLATFORM 3. ENQUIRY 6. VALUE 9. CONVERSATION 1. INSIGHT Insight Zeopard.com @jennievickers
  • 104. UNPACKING A FEW SKILLS Zeopard.com @jennievickers
  • 105. 1. INSIGHT Insight How to increase your influence by seeing into and 
 “getting” other people Zeopard.com Zeopard.com @jennievickers
  • 106. Myers Briggs MMPI NEO Zeopard.com @jennievickers
  • 107. Zeopard.com @jennievickers
  • 108. ARE WE MISSING OPPORTUNITIES WITH OUR TEAMS? How we THINK impacts 
 How we LEARN! ! How we THINK and LEARN impact How we COMMUNICATE! ! How we THINK, LEARN, and COMMUNICATE impact ! How we SOLVE PROBLEMS! ! What would be different if we understood how we think and how others think and why? Zeopard.com @jennievickers
  • 109. LEFT BRAIN RIGHT BRAIN ! uses logic! detail oriented! facts rule! words and language! order/pattern perception! reality based! forms strategies! practical! Zeopard.com uses feeling! "big picture" oriented! imagination rules! symbols and images! spatial perception! fantasy based! presents possibilities! risk taking @jennievickers
  • 110. CUSTOMER JOURNEY MAPPING Zeopard.com @jennievickers
  • 111. Zeopard.com @jennievickers
  • 112. Zeopard.com @jennievickers
  • 113. CUSTOMER JOURNEY MAPPING SESSION SPONSORED BY ORACLE NZ Zeopard.com @jennievickers
  • 114. 2. CONTEXT How to understand the context of your work for you and your customer and future proof 
 your ideas. Zeopard.com @jennievickers
  • 115. The exercise of leadership is contextual. Always. Zeopard.com @jennievickers
  • 116. Zeopard.com @jennievickers
  • 117. “All it takes is a slight shift of perspective to bring things 
 into focus” - Percy from Nikita, Series 2 Zeopard.com @jennievickers
  • 118. Slight shift in perspective to bring things into focus Zeopard.com @jennievickers
  • 119. HERMANN EBBINGHAUS Zeopard.com @jennievickers
  • 120. 101010 = 9:50 Slight shift in perspective to bring things into focus Zeopard.com @jennievickers
  • 121. 101010 = 9:50 Slight shift in perspective to bring things into focus Zeopard.com @jennievickers
  • 122. 5+5+5 = 550 Slight shift in perspective to bring things into focus Zeopard.com @jennievickers
  • 123. 5+5+5 = 550 Slight shift in perspective to bring things into focus Zeopard.com @jennievickers
  • 124. Zeopard.com @jennievickers
  • 125. Zeopard.com @jennievickers
  • 126. 3. ENQUIRY How to gather the right information about the right things that matter to your customer
 Zeopard.com @jennievickers
  • 127. DIAGNOSIS ! Does it hurt when I do this?
 Zeopard.com @jennievickers
  • 128. Video link: http://www.youtube.com/watch?v=InR865IDDjU Zeopard.com @jennievickers
  • 129. KNOWN SPOKEN PROBLEMS STEP ONE Zeopard.com @jennievickers
  • 130. KNOWN UNSPOKEN PROBLEMS STEP TWO Zeopard.com @jennievickers
  • 131. UNKNOWN UNSPOKEN PROBLEMS STEP THREE Zeopard.com @jennievickers
  • 132. 4. CONTENT How to expand your work into three dimensions that deliver Zeopard.com @jennievickers
  • 133. 1 4 4 3 2 Think before you speak Zeopard.com @jennievickers
  • 134. Start at the point … and your point is… Zeopard.com @jennievickers
  • 135. Palette creates comfort Zeopard.com @jennievickers
  • 136. Essence of an idea Picture Meta Frame Context An idea has three elements to it. Point Meaning Essence Concept Stuff Matter Detail Content ZeopardThink Zeopard.com The big picture contextual part, the concise explanation of what the idea is and the examples and facts that explain it. The matrix on this page gives you various different palettes or ways of saying the same thing across these 3 components of an idea. Developed by the Thought Leaders Community @jennievickers
  • 137. PINK SHEET Context Meta Strategic Model Concept Meaning Picture Frame Metaphor It’s like... Tactical Point Essence Executable Stuff Detail Statement: Explanation: Content Matter THE PINK SHEET Bringing the dimensions of
 an idea to life (Story/Case Study/Statistics/Research/Example/Process/Steps) ZeopardThink Developed by the Thought Leaders Community Zeopard.com @jennievickers
  • 138. Zeopard.com @jennievickers
  • 139. Essence of an idea Picture Meta Frame Context An idea has three elements to it. Point Meaning Essence Concept Stuff Matter Detail Content ZeopardThink Zeopard.com The big picture contextual part, the concise explanation of what the idea is and the examples and facts that explain it. The matrix on this page gives you various different palettes or ways of saying the same thing across these 3 components of an idea. Developed by the Thought Leaders Community @jennievickers
  • 140. 5. IMPACT How to achieve or increase influence with virtually anyone by maximising your impact Zeopard.com @jennievickers
  • 141. Zeopard.com @jennievickers
  • 142. Zeopard.com @jennievickers
  • 143. HERMANN EBBINGHAUS Zeopard.com @jennievickers
  • 144. HERMANN EBBINGHAUS Zeopard.com @jennievickers
  • 145. If you provide information to internal customers which they need to remember then: ! 1. Tell them! ! 2. Follow up shortly e.g. by email! ! 3. Set a reminder and resend the email one week later! ! 4. Set a reminder and resend the email one month later! ! 5. Use colour! ! 6. Use pictures! ! 7. Make it fun Zeopard.com @jennievickers
  • 146. 7. ENGAGEMENT Zeopard.com @jennievickers
  • 147. Conversations & Communications that resonate Abstract what’s this like? Existential what’s this about? Intrapersonal what’s in this for me? Numerate give me bullet points Linguistic give me directions Interpersonal give me examples Visual show me Auditory tell me Kinesthetic let me ZeopardThink Zeopard.com Developed from work of Howard Gardner @jennievickers
  • 148. 8. PLATFORM Zeopard.com @jennievickers
  • 149. “75% of employees feel their work history and experiences 
 are not leveraged by their employer” -Taleo Research, UK Social Talent Management report Zeopard.com @jennievickers
  • 150. Zeopard.com @jennievickers
  • 151. You YOU Employee YOU Strategy Community YOU Strategy Audience Strategy Audience Audience Who? Who? Who? Where? Where? Where? Platforms Platforms Platforms Role Role Role † Participation † Participation † Participation † Observation † Observation † Observation † Elucidation † Elucidation † Elucidation zeopard .com Zeopard.com Mapping Out Your Relationship With Social Media
  • 152. 9. CONVERSATION How to create new shared meaning and go beyond communication Zeopard.com @jennievickers
  • 153. CUSTOMER EXPERIENCE REQUIRES… Managing your business 
 from the “Outside In”.! ! “Bringing the perspective of your customer to every decision you make so you can see why customers’ perceptions are created.”! ! The Expert’s Dilemma-Speakers, Lawyers Technical Experts-Keen to tell what we know Zeopard.com @jennievickers
  • 154. Zeopard.com @jennievickers
  • 155. OUTSIDE IN, PUTTING YOUR CUSTOMER AT THE HEART OF YOUR BUSINESS What do they want? 2 How do i give it to them? 3 CUSTOMER 1 When & Where do they want it? 4 Who is the customer? Zeopard.com @jennievickers
  • 156. Customer Life Cycle = Customers relationship with a brand as they continue to discover new needs, explore their options, make purchases and engage with the product or service experience! ! ! ! ! Inside Out Engage Win Develop Keep Explore Options Buy Engage Outside In Discover Needs Zeopard.com @jennievickers
  • 157. THE 6 DISCIPLINES OF CX FROM FORRESTER RESEARCH AND EXPLAINED IN THE BOOK “OUTSIDE IN” 1. Strategy! ! 2. Customer Understanding! ! 3. Design! ! 4. Measurement! ! 5. Governance! ! 6. Culture Zeopard.com @jennievickers
  • 158. TRANSPORTER THINKING - AN ACTION PLAN COURTESY OF STARTREK Zeopard.com @jennievickers
  • 159. “STAR TREKING ACROSS THE UNIVERSE” Customer journey map one set of internal customers’ experiences every month and see how it changes your perspective. Zeopard.com @jennievickers
  • 160. “ONLY GOING FORWARD CAUSE THEY CAN’T FIND REVERSE” Embrace the possibilities to be strategic with a new attitude. There is no going back. Zeopard.com @jennievickers
  • 161. “THERE’S KLINGONS ON THE STARBOARD BOW, JIM” Live CX and deliver internal CX or someone else will Zeopard.com @jennievickers
  • 162. “IT’S LIFE, JIM, BUT NOT AS WE KNOW IT” Revisit learning styles and personality diagnostics. Pick one style furthest from your own and observe. Zeopard.com @jennievickers
  • 163. “IT’S WORSE THAN THAT, HE’S DEAD JIM” Brain cells will die if not used, remember the forgetting curve and help your internal customers to stop asking you the same question twice. Zeopard.com @jennievickers
  • 164. “WE COME IN PEACE, SHOOT TO KILL, SHOOT TO KILL, SHOOT TO KILL” LinkedIn profiles kept up to date allow you and your internal colleagues to see the brilliance of your team. Don’t see it only as a mechanism for your team to escape to 
 another job. Zeopard.com @jennievickers
  • 165. “YOU CANNA’ CHANGE THE LAWS OF PHYSICS” You can change your brain and your neurons and the way your internal customers view you by talking into their context every time. Zeopard.com @jennievickers
  • 166. You can change your brain and your neurons LinkedIn profiles kept up to date Brain cells will die if not used, remember the forgetting curve Revisit learning styles and personality diagnostics Live CX and deliver internal CX or someone else will Embrace the possibilities to be strategic with a new attitude Customer journey map Zeopard.com @jennievickers
  • 167. PART 10 - SUMMARY CONCLUSION Zeopard.com @jennievickers
  • 168. IMAGINE: ! A world where your customers do not forget the information you give them and never ring for the same help twice. Zeopard.com @jennievickers
  • 169. IMAGINE: ! A world where your data creation defies Moore’s Law Zeopard.com @jennievickers
  • 170. IMAGINE: ! A world where your team is viewed as 
 strategists not housekeepers Zeopard.com @jennievickers
  • 171. NO NEED TO IMAGINE ! That world is here today if you influence with intelligence applying the art and the science. Zeopard.com @jennievickers
  • 172. Zeopard.com @jennievickers