How to find your way to loyalty.

1. FIND YOUR WAY TO LOYALTY
by aligning the customer experience with your
organizational capabilities
R e t a i l b r e a k f a s t

2. ALIGNING THE DIMENSION IS LIKE TETRIS
Organizational
Capabilities
Customer experience

3. BUT LET’S GET TO KNOW THE PIECES FIRST
Customer experience

4. 75 HAMBURGERS A SECOND
4

5. OUTCOMES ARE VALUES
5

6. DOUBLE DIAMOND
6
understand define explore create
Find Solve

7. 7
FIND THE NEED

8. EXPERIENCESCHOICESAVINGS PRESTIGEADVICEAUTONOMY
RELEVANT

9. DOUBLE DIAMOND
9
understand define explore create
Find Solve

10. 10
CREATE A SOLUTION
HYPOTHESIS

11. 11
BUILD - MEASURE - LEARN

12. 12
CONTINUITY

13. ALIGNING THE DIMENSION IS LIKE TETRIS
Organizational
Capabilities
Organizational
Design
IT
Customer
Experience
AND THERE ARE MORE THAN 2 PIECES

14. YOU NEVER KNOW WHAT IS GOING TO HIT YOU NEXT

15. 15
A KATA FOR EVERY PIECE

16. 16
IMPROVEMENT KATA BY TOYOTA

17. 17
ITERATE

18. Laura Dietze
@northernsun23
ldietze@thoughtworks.com
THANK YOU