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MAKING LEAPFROGS HAPPEN
ABOUT 
leapfrogS 
customer engagemenT 
pigs 
snow whiteS
27 May, 1933
You can’t beat a pig with 
pigs! 
You have to do 
something different!
21 December, 1937
A random selection of Logistics companies’ logos
A random selection of printers
Pigs everywhere!!! Where are the Snow Whites?!?
Where does your company/division 
measure on the pig test? 
PIG 
PIG 
PIG 
PIG 
Some organizations create a different Pig ...
Differentiating in the market place is not 
about making a different piG! 
It’s about creating snow Whites!
There are pigs everywhere! 
What a tremendous opportunity!!!!!
iT doesn’t take magic to convert a piG 
into a snow White
SNOW WHITES 
Product/Service 
Logistics 
Customer Engagement 
Production 
Finance 
HR
SNOW WHITES 
Newspaper industry 
Regulated industry eg. Insurance 
Retail industry 
Commodity grain buying industry 
Compu...
Have an undifferentiated product?
snow whites create 
Customer Engagement as unusual…
Customer Engagement as 
Unusual 
1. Leapfrog Challenge/Constraints 
2. Insight 
3. Lateral
CUST ENGAGEMENT THRU LEAPFROGS/CONSTRAINTS 
 Dainik Bhaskar 
 Bank of America retail 
 BFSI 
 Furniture company 
 Fos...
CUST ENGAGEMENT THRU INSIGHTS/ANALYTICS 
 Apollo Tyres – 6 to 16% market share 
 Progressive Insurance 
 Tata Ace 
 Wa...
What pain points are we and our customers 
putting up with? 
Bad roads – potholes 
Retail check out 
FLIP IT 
Why should p...
It’s often easier, cheaper and more fun 
to convert 
pain points into +ve engagement points 
than it is to eliminate them
CUST ENGAGEMENT THRU INSIGHTS/ANALYTICS 
 Aravind Eye Hospitals – predictability 
 Target stores 
 eBay motors 
 BPOs
ALL ORGANIZATIONS ACROSS INDUSTRIES ARE SIMILAR 
HR 
Sales & 
Marketing 
Logistics 
Product/Se 
rvice 
Production
CUST ENGAGEMENT THRU LATERALS 
 Aravind Eye 
 Intel inside 
 Eli Lily Innocentive 
 MNYL Insurance in a box 
We tend t...
MONDAY MORNING THOUGHTS 
Customer engagement should be Easy Effortless Enjoyable – 
For us. 
Any department/function can c...
THURSDAY EVENING CHHOTA PEG THOUGHT… 
The intent of doing business is never to fit-in. 
The intent is to change the game!!...
THANK YOU 
porus@poruspmunshi.com
Leapfrogs through Insight Driven Innovations - Porus Munshi
Leapfrogs through Insight Driven Innovations - Porus Munshi
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Leapfrogs through Insight Driven Innovations - Porus Munshi

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Leapfrogs through Insight Driven Innovations - Porus Munshi

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Leapfrogs through Insight Driven Innovations - Porus Munshi

  1. 1. MAKING LEAPFROGS HAPPEN
  2. 2. ABOUT leapfrogS customer engagemenT pigs snow whiteS
  3. 3. 27 May, 1933
  4. 4. You can’t beat a pig with pigs! You have to do something different!
  5. 5. 21 December, 1937
  6. 6. A random selection of Logistics companies’ logos
  7. 7. A random selection of printers
  8. 8. Pigs everywhere!!! Where are the Snow Whites?!?
  9. 9. Where does your company/division measure on the pig test? PIG PIG PIG PIG Some organizations create a different Pig and call it a PIG PIG Snow SNOW White WHITE SNOW WHITE SNOW WHITE SNOW WHITE SNOW WHITE SNOW WHITE
  10. 10. Differentiating in the market place is not about making a different piG! It’s about creating snow Whites!
  11. 11. There are pigs everywhere! What a tremendous opportunity!!!!!
  12. 12. iT doesn’t take magic to convert a piG into a snow White
  13. 13. SNOW WHITES Product/Service Logistics Customer Engagement Production Finance HR
  14. 14. SNOW WHITES Newspaper industry Regulated industry eg. Insurance Retail industry Commodity grain buying industry Computer industry Car industry
  15. 15. Have an undifferentiated product?
  16. 16. snow whites create Customer Engagement as unusual…
  17. 17. Customer Engagement as Unusual 1. Leapfrog Challenge/Constraints 2. Insight 3. Lateral
  18. 18. CUST ENGAGEMENT THRU LEAPFROGS/CONSTRAINTS  Dainik Bhaskar  Bank of America retail  BFSI  Furniture company  Fosbury
  19. 19. CUST ENGAGEMENT THRU INSIGHTS/ANALYTICS  Apollo Tyres – 6 to 16% market share  Progressive Insurance  Tata Ace  Wanbury Pharma
  20. 20. What pain points are we and our customers putting up with? Bad roads – potholes Retail check out FLIP IT Why should people avoid potholes? Why can’t they seek them out? Why should people go to the shortest line? Why can’t they go to the longest line?
  21. 21. It’s often easier, cheaper and more fun to convert pain points into +ve engagement points than it is to eliminate them
  22. 22. CUST ENGAGEMENT THRU INSIGHTS/ANALYTICS  Aravind Eye Hospitals – predictability  Target stores  eBay motors  BPOs
  23. 23. ALL ORGANIZATIONS ACROSS INDUSTRIES ARE SIMILAR HR Sales & Marketing Logistics Product/Se rvice Production
  24. 24. CUST ENGAGEMENT THRU LATERALS  Aravind Eye  Intel inside  Eli Lily Innocentive  MNYL Insurance in a box We tend to look at our customers in a uni-dimensional manner: we, our context, our customers. Customers are extremely multi-dimensional: How do other industries interact with them?
  25. 25. MONDAY MORNING THOUGHTS Customer engagement should be Easy Effortless Enjoyable – For us. Any department/function can create a Snow White and transform Customer Engagement Stories differentiate and create engagement. What’s the story? We don’t buy a product wrapped in a package as much as we buy a story wrapped in a product. If an idea has jumped a couple of industries it’s probably applicable to your industry as well. Eg. Sachetization
  26. 26. THURSDAY EVENING CHHOTA PEG THOUGHT… The intent of doing business is never to fit-in. The intent is to change the game!!! Think Snow White!!
  27. 27. THANK YOU porus@poruspmunshi.com

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