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Shifting Value 
into high gear! 
Mike Edwards 
@mikeeedwards 
http://mikeeedwards.ca 
mike@leanintuit.com
Is this experience valuable? W h at a b o u t n o w?
Why do we struggle to 
create such incredible 
experiences?
What do your customers 
expect?
‘Value’ defined 
Monetized Frugal 
WOW!
The problem 
Misaligned Values
What are their values? 
Customer Company Employees 
• Stable 
• Intuitive 
• Support 
• Fair price 
• Treated fair 
• Prof...
What is valued? 
Customer Company 
Employees
Two telecom companies 
1 Courage: Act on your beliefs with pure intention in spite of your fears. 
2 Respect: Treat others...
Two Canadian Airlines 
• Safety First and Last 
• Make every customer feel valued 
• Working together 
• Act with integrit...
What do your customers 
expect? va lue
What can you do? 
• Talk & walk with your customers 
• Get the team involved with your customers 
• Stop thinking you can ...
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Shifting value into high gear

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Value has become a buzz word. We're all after it, and we're all after the type of value that excites your customers. Why is it so elusive?

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Shifting value into high gear

  1. 1. Shifting Value into high gear! Mike Edwards @mikeeedwards http://mikeeedwards.ca mike@leanintuit.com
  2. 2. Is this experience valuable? W h at a b o u t n o w?
  3. 3. Why do we struggle to create such incredible experiences?
  4. 4. What do your customers expect?
  5. 5. ‘Value’ defined Monetized Frugal WOW!
  6. 6. The problem Misaligned Values
  7. 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. 8. What is valued? Customer Company Employees
  9. 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. 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. 11. What do your customers expect? va lue
  12. 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

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