1. Shifting Value
into high gear!
Mike Edwards
@mikeeedwards
http://mikeeedwards.ca
mike@leanintuit.com

2. Is this experience valuable? W h at a b o u t n o w?

3. Why do we struggle to
create such incredible
experiences?

4. What do your customers
expect?

5. ‘Value’ defined
Monetized Frugal
WOW!

6. The problem
Misaligned Values

7. What are their values?
Customer Company Employees
• Stable
• Intuitive
• Support
• Fair price
• Treated fair
• Profit
• Growth
• Innovation
• Share value
• Do a good job
• Contribute
• Learn
• Fair Compensation
• Good work
environment

8. What is valued?
Customer Company
Employees

9. Two telecom companies
1 Courage: Act on your beliefs with pure intention in spite of your fears.
2 Respect: Treat others as you wish to be treated.
3 Integrity: Choose to do what’s right.
4 Accountability: Own your part of any situation and work towards a solution.
5 Servanthood: Embrace the attitude and honor of serving others rather than
being served.
1 We embrace change and initiate opportunity
2 We have a passion for growth
3 We believe in spirited team work
4 We have the courage to innovate

10. Two Canadian Airlines
• Safety First and Last
• Make every customer feel valued
• Working together
• Act with integrity
• All employees are valued
• Drive for excellence
• Commitment to safety
• Positive and passionate in everything we do
• Appreciative of our People and Guests
• Fun, friendly and caring
• Align the interests of our people with the interests of the company
• Honest, open and keep our commitments

11. What do your customers
expect? va lue

12. What can you do?
• Talk & walk with your customers
• Get the team involved with your customers
• Stop thinking you can wow them with features
Mike Edwards
@mikeeedwards
http://mikeeedwards.ca
mike@leanintuit.com