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copyright © runfrictionless 2018
>OVERCOME
FRICTION
WITH DIGITAL
TRANSFORMATION
4Qs FRAMEWORK FOR DX MANAGERS JULY 2020
TOLD BY ANTHONY COUNDOURIS
copyright © runfrictionless 2018
>
The 4Qs is ideal for managers
who want to reduce friction
and improve customer
experience.
copyright © runfrictionless 2018
>
The benefit of the 4Qs rests in
how it organizes processes and
people into four quadrants,
such that everyone has a clear
picture of how their role and
processes touch a customer.
Q1 Q2
Q3 Q4
copyright © runfrictionless 2018
>
Although all four quadrants are
distinct, each quadrant is
interdependent. A decision
made in one quadrant will
present decisions to be made in
one or more other quadrants.
Q1 Q2
Q3 Q4
copyright © runfrictionless 2018
>
> WHO WE
SERVE
THE
4Qs
Q1
WHAT WE
SERVE
Q2
WHO WE
ARE
Q3
HOW WE
SERVE
Q4
copyright © runfrictionless 2018
>
> CUSTOMER
PROFILES
Q1
FACT
SHEETS
Q2
BRAND
GUIDELINES
Q3
CUSTOMER
JOURNEYS
Q4
THE
4Qs
copyright © runfrictionless 2018
>
Decide which quadrants to
build equity and create a
strategic advantage.
Hint: Insurance companies build
more equity in Q3 and Q4.
Q1 Q2
Q3 Q4
copyright © runfrictionless 2018
>
Q1 Q2
Q3 Q4
Drive down friction and make
the next sale easier.
Q3 Q4
copyright © runfrictionless 2018
>
Assign staff to a relevant
quadrant. Staff may occupy two
or more quadrants at a time.
Hint: Invite partners like your
ad agency to the 4Qs.
Q1 Q2
Q3 Q4
copyright © runfrictionless 2018
>
Assign projects and the
responsibility for the projects
to staff via one of the four
quadrants.
Q1 Q2
Q3 Q4
copyright © runfrictionless 2018
>
Now you know what needs to
get done, who’s doing it, and
what is the strategic value to
the company.
copyright © runfrictionless 2018
>LET’S PUT
THE 4QS
TO WORK
copyright © runfrictionless 2018
>
> Q1 Q2
Q3 Q4
ASSIGN
ROLES IN AN
AD AGENCY RAYAN
DANIEL
RICKY
APRIL
ANGELO
ANNA SHANE
RAYAN MOBILE DEV
RICKYSHANE
SHANE
ANNA ANGELO
ENTERPRISE
copyright © runfrictionless 2018
>
> Q1 Q2
Q3 Q4
ASSIGN
ROLES IN
CONTRACTOR
TUAN
ANNA
TUAN ALEX TUAN
ANNA
ANNA
CONTRACTOR
TUAN
A STARTUP
CO-FOUNDER
CO-FOUNDER
copyright © runfrictionless 2018
>
>
YOU LIKE
DECISION
ADD A NEW
PRODUCT
FEATURE
MAKE ANY
KIND OF
DECISION 01
REPOSITION
THE BRAND
DECISION 02
TRANSFORM
USING
DIGITAL
DECISION 03
REDEFINE A
CUSTOMER
INTERACTION
DECISION 04
copyright © runfrictionless 2018
>
>Decision 01
Sales request a new feature be
added to the product.
copyright © runfrictionless 2018
>
> WHO WE
SERVE
WHAT WE
SERVE
WHO WE
ARE
HOW WE
SERVE
Q1 Q2
Q3 Q4
ADD NEW
FEATURE
new feature
support shared
beliefs?
name limitsserve recruitment
agencies
work-arounds
today?
never?never?
online payment
xero billing
tomorrow?
today?
copyright © runfrictionless 2018
>
>Decision 02
Marketing decide to reposition
the brand to attract enterprise
customers.
copyright © runfrictionless 2018
>
> WHO WE
SERVE
WHAT WE
SERVE
WHO WE
ARE
HOW WE
SERVE
today?
today?
Q1 Q2
Q3 Q4
name limits
share new beliefs
update brand guideline
serve smb
serve enterprise
tomorrow?
BRAND
REPOSITION
in-person
meetings
new features
new words +
pictures
assisted onboarding
work-arounds
copyright © runfrictionless 2018
>
>Decision 03
The CEO wants to chase a new
customer profile with digital
transformation.
copyright © runfrictionless 2018
>
> WHO WE
SERVE
WHAT WE
SERVE
WHO WE
ARE
HOW WE
SERVE
Q1 Q2
Q3 Q4
mobile-first
serve interactions
using messenger
share beliefs?
new words +
pictures
updated brand guidelines
serve a new
profile
tomorrow
DIGITAL
TRANSFORM-
mobile field
agents
ATION
new words +
pictures
online signature
copyright © runfrictionless 2018
>
>Decision 04
Customer service wants to
redefine the billing experience
for customers.
copyright © runfrictionless 2018
>
> WHO WE
SERVE
WHAT WE
SERVE
WHO WE
ARE
HOW WE
SERVE
Q1 Q2
Q3 Q4
interaction serves
our beliefs
ADD A NEW
CUSTOMER
INTERACTION
on-demand
invoice printing
qr code feedback
revenue
optimizationserve hotel
owners today
serve finance
managers today
redefine
post-paid billing
external
mail house
copyright © runfrictionless 2018
>LET’S PUT
THE 4QS
TO WORK
IN YOUR
BUSINESS
copyright © runfrictionless 2018
>
>
Grab all the free stuff
available online. We support
the community with content
updated daily.
copyright © runfrictionless 2018
>
>Create a picture of your 4Qs.
Assign staff and add projects.
DOWNLOAD THE
4Qs WORKSHEET
POINT YOUR CAMERA
PHONE HERE
download me
copyright © runfrictionless 2018
>
>Videos demoing how the
4Qs applies to a different
businesses.
CATCH 4Qs INSIGHTS
ON YOUTUBE
POINT YOUR CAMERA
PHONE HERE
subscribe now
copyright © runfrictionless 2018
>
I am personally available to help
you succeed 👌. When
you get stuck, you ping me
on Linkedin.
copyright © runfrictionless 2018
>
>RUN FRICTIONLESS
NOW FOR ONLY US$995
Lots of examples to help you
become a 4Qs expert.
buy the book
copyright © runfrictionless 2018
>SOON
SEE YOU
LISTENING +
THANKS FOR
copyright © runfrictionless 2018
>
Anthony Coundouris has a
decade of experience
consulting with tech and SaaS
startups. Brands include
salesforce.com, Google, SAP,
and IBM. He specializes in
designing sales systems. He has
consulted with firms in the UK,
Korea, Singapore, the
Philippines, and Australia.
LINKEDIN >
copyright © runfrictionless 2018
>
>
ABOUT US
run frictionless offers services
to help founders and business
people overcome friction and
reach predictable sales.
Now the act of making a sale
does not depend on one or two
people, but is a liberalized
system supported by many
employees.
FIND OUT MORE >
copyright © runfrictionless 2018
>
1. Disclaimer
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respective officers, directors, employees, agents, independent
contractors or licensors (referred to collectively as the
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Overview 4Qs framework for Digital Transformation managers 2020

  • 1. copyright © runfrictionless 2018 >OVERCOME FRICTION WITH DIGITAL TRANSFORMATION 4Qs FRAMEWORK FOR DX MANAGERS JULY 2020 TOLD BY ANTHONY COUNDOURIS
  • 2. copyright © runfrictionless 2018 > The 4Qs is ideal for managers who want to reduce friction and improve customer experience.
  • 3. copyright © runfrictionless 2018 > The benefit of the 4Qs rests in how it organizes processes and people into four quadrants, such that everyone has a clear picture of how their role and processes touch a customer. Q1 Q2 Q3 Q4
  • 4. copyright © runfrictionless 2018 > Although all four quadrants are distinct, each quadrant is interdependent. A decision made in one quadrant will present decisions to be made in one or more other quadrants. Q1 Q2 Q3 Q4
  • 5. copyright © runfrictionless 2018 > > WHO WE SERVE THE 4Qs Q1 WHAT WE SERVE Q2 WHO WE ARE Q3 HOW WE SERVE Q4
  • 6. copyright © runfrictionless 2018 > > CUSTOMER PROFILES Q1 FACT SHEETS Q2 BRAND GUIDELINES Q3 CUSTOMER JOURNEYS Q4 THE 4Qs
  • 7. copyright © runfrictionless 2018 > Decide which quadrants to build equity and create a strategic advantage. Hint: Insurance companies build more equity in Q3 and Q4. Q1 Q2 Q3 Q4
  • 8. copyright © runfrictionless 2018 > Q1 Q2 Q3 Q4 Drive down friction and make the next sale easier. Q3 Q4
  • 9. copyright © runfrictionless 2018 > Assign staff to a relevant quadrant. Staff may occupy two or more quadrants at a time. Hint: Invite partners like your ad agency to the 4Qs. Q1 Q2 Q3 Q4
  • 10. copyright © runfrictionless 2018 > Assign projects and the responsibility for the projects to staff via one of the four quadrants. Q1 Q2 Q3 Q4
  • 11. copyright © runfrictionless 2018 > Now you know what needs to get done, who’s doing it, and what is the strategic value to the company.
  • 12. copyright © runfrictionless 2018 >LET’S PUT THE 4QS TO WORK
  • 13. copyright © runfrictionless 2018 > > Q1 Q2 Q3 Q4 ASSIGN ROLES IN AN AD AGENCY RAYAN DANIEL RICKY APRIL ANGELO ANNA SHANE RAYAN MOBILE DEV RICKYSHANE SHANE ANNA ANGELO ENTERPRISE
  • 14. copyright © runfrictionless 2018 > > Q1 Q2 Q3 Q4 ASSIGN ROLES IN CONTRACTOR TUAN ANNA TUAN ALEX TUAN ANNA ANNA CONTRACTOR TUAN A STARTUP CO-FOUNDER CO-FOUNDER
  • 15. copyright © runfrictionless 2018 > > YOU LIKE DECISION ADD A NEW PRODUCT FEATURE MAKE ANY KIND OF DECISION 01 REPOSITION THE BRAND DECISION 02 TRANSFORM USING DIGITAL DECISION 03 REDEFINE A CUSTOMER INTERACTION DECISION 04
  • 16. copyright © runfrictionless 2018 > >Decision 01 Sales request a new feature be added to the product.
  • 17. copyright © runfrictionless 2018 > > WHO WE SERVE WHAT WE SERVE WHO WE ARE HOW WE SERVE Q1 Q2 Q3 Q4 ADD NEW FEATURE new feature support shared beliefs? name limitsserve recruitment agencies work-arounds today? never?never? online payment xero billing tomorrow? today?
  • 18. copyright © runfrictionless 2018 > >Decision 02 Marketing decide to reposition the brand to attract enterprise customers.
  • 19. copyright © runfrictionless 2018 > > WHO WE SERVE WHAT WE SERVE WHO WE ARE HOW WE SERVE today? today? Q1 Q2 Q3 Q4 name limits share new beliefs update brand guideline serve smb serve enterprise tomorrow? BRAND REPOSITION in-person meetings new features new words + pictures assisted onboarding work-arounds
  • 20. copyright © runfrictionless 2018 > >Decision 03 The CEO wants to chase a new customer profile with digital transformation.
  • 21. copyright © runfrictionless 2018 > > WHO WE SERVE WHAT WE SERVE WHO WE ARE HOW WE SERVE Q1 Q2 Q3 Q4 mobile-first serve interactions using messenger share beliefs? new words + pictures updated brand guidelines serve a new profile tomorrow DIGITAL TRANSFORM- mobile field agents ATION new words + pictures online signature
  • 22. copyright © runfrictionless 2018 > >Decision 04 Customer service wants to redefine the billing experience for customers.
  • 23. copyright © runfrictionless 2018 > > WHO WE SERVE WHAT WE SERVE WHO WE ARE HOW WE SERVE Q1 Q2 Q3 Q4 interaction serves our beliefs ADD A NEW CUSTOMER INTERACTION on-demand invoice printing qr code feedback revenue optimizationserve hotel owners today serve finance managers today redefine post-paid billing external mail house
  • 24. copyright © runfrictionless 2018 >LET’S PUT THE 4QS TO WORK IN YOUR BUSINESS
  • 25. copyright © runfrictionless 2018 > > Grab all the free stuff available online. We support the community with content updated daily.
  • 26. copyright © runfrictionless 2018 > >Create a picture of your 4Qs. Assign staff and add projects. DOWNLOAD THE 4Qs WORKSHEET POINT YOUR CAMERA PHONE HERE download me
  • 27. copyright © runfrictionless 2018 > >Videos demoing how the 4Qs applies to a different businesses. CATCH 4Qs INSIGHTS ON YOUTUBE POINT YOUR CAMERA PHONE HERE subscribe now
  • 28. copyright © runfrictionless 2018 > I am personally available to help you succeed 👌. When you get stuck, you ping me on Linkedin.
  • 29. copyright © runfrictionless 2018 > >RUN FRICTIONLESS NOW FOR ONLY US$995 Lots of examples to help you become a 4Qs expert. buy the book
  • 30. copyright © runfrictionless 2018 >SOON SEE YOU LISTENING + THANKS FOR
  • 31. copyright © runfrictionless 2018 > Anthony Coundouris has a decade of experience consulting with tech and SaaS startups. Brands include salesforce.com, Google, SAP, and IBM. He specializes in designing sales systems. He has consulted with firms in the UK, Korea, Singapore, the Philippines, and Australia. LINKEDIN >
  • 32. copyright © runfrictionless 2018 > > ABOUT US run frictionless offers services to help founders and business people overcome friction and reach predictable sales. Now the act of making a sale does not depend on one or two people, but is a liberalized system supported by many employees. FIND OUT MORE >
  • 33. copyright © runfrictionless 2018 > 1. Disclaimer None of runfrictionless, any of its affiliates, providers or their respective officers, directors, employees, agents, independent contractors or licensors (referred to collectively as the runfrictionless Parties) guarantees the accuracy, adequacy, timeliness, reliability, completeness, or usefulness of any of the content and runfrictionless disclaims liability for errors or omissions in the content. The Site and all of the content is provided “as is”, without any warranty, either express or implied, including the implied warranties of merchantability, fitness for a particular purpose, non-infringement or title. The Site could contain technical inaccuracies or typographical errors. Runfrictionless Parties do not warrant as to the results of your use of the content or that the Site is free of viruses or other harmful components. Use of this Site is at your own risk. This does not affect those warranties which cannot be excluded or restricted under the applicable laws. We may discontinue or make changes in the content and the Site at any time without prior notice and without any liability. Any dated information is published as of its date only, and runfrictionless Parties do not undertake any obligation or responsibility to update or amend any such information. We reserve the right to terminate any or all Site offerings or transmissions without prior notice. 2. Third Party Sites This Site may contain links to websites controlled, owned, or operated by third-party entities, organisations or people (the Third Party Sites). Links to Third Party Sites on the Site are provided solely for your convenience. If you use these links, you leave the Site. We have not reviewed all of these Third Party Sites and do not control and are not responsible for these websites or their content or availability. Runfrictionless therefore does not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the Third Party Sites linked to the Site, you do so entirely at your own risk.