•  the impact of the printing press
– knowledge, libraries, information, a right to think about things and
influence local...
1440
big ideainformation shared with the people
how could we
do that?the printing press
what would it
look like?the illustrated bible
did you know?•  within 40 years of its invention 500,000,000
books were printed, published and read
covering 35,000 topics...
big ideainformation shared with the people
how could we do that?the smart phone – the smart device
what would it look
like?
June 2007
81 monthsWhen was that?
2012.1
6/22/12
Process Performance Landscape
2012.1
did you know?650 mobile phone users
africa – majority smart
by 2017 (CNN)
did you know?
south africans spend more on mobile
telephony than the global average (gsma)
6impacts
the enlightened customer
Source:	
  Fanzine	
  
choice
choice
choice
Promiscuity
customer
Promiscuity
customer
rebellion
rebellion
expectations
Multi-channels
prosumer
Copernicus	
  -­‐	
  19	
  February	
  1473	
  –	
  24	
  May	
  1543	
  
Copernican shift
This is a
6questions
6answers
1question
DO YOU SEGMENT
CUSTOMERS BY
CIRCUMSTANCE AND
MARKET INSIDE-OUT?
1answer
DO YOU categorize
customers in terms of
their needs
2question
DO YOU capture what
customers say they
want?
2answer
DO YOU figure out what
the customer needs
(even when they do not know it
themselves)
3question
DO YOU manage process
through the things
people do?
3answer
DO YOU harness and
control processes
through what causes
them moments of truth
- how many mots do you have?
- are ...
4question
DO YOU measure process
based on outputs and
activity time?
4answer
DO YOU measure process
based on successful
customer outcomes
5question
DO YOUr processes start
with an internal trigger
(phone call, letter,
request for something)
5answer
DO YOUr processes start
with customer need
defined and finish when
that need is satisfied
6question
DO YOU assess
organisation capability
based on skills and
competence?
6answer
DO YOU measure success
based on successful
customer outcomes
"We can't solve
problems by
using the same
kind of
thinking we
used when we
created them."
Delivering outstanding
customer service isn’t its
own department.
At great companies it is
everyones job. Outside-­‐In	
  ...
6impacts
questions
answers
•  the impact of the printing press
– knowledge, libraries, information, a right to think about things and
influence local...
“Build	
  a	
  great	
  experience,	
  customers	
  tell	
  each	
  
other	
  about	
  that.	
  Word	
  of	
  mouth	
  is	...
Gutenberg impact - What happened then has happened again
Gutenberg impact - What happened then has happened again
Gutenberg impact - What happened then has happened again
Gutenberg impact - What happened then has happened again
Gutenberg impact - What happened then has happened again
Gutenberg impact - What happened then has happened again
Gutenberg impact - What happened then has happened again
Gutenberg impact - What happened then has happened again
Gutenberg impact - What happened then has happened again
Gutenberg impact - What happened then has happened again
Gutenberg impact - What happened then has happened again
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Gutenberg impact - What happened then has happened again

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Gutenberg gave the world the modern printing press and with it the resulting explosion of texts that could be distributed to everyone. The last decade has witnessed the same phenomena with the convergence of technologies. For instance the smart phone now enables communication and knowledge exchange by anyone anywhere. The impact is only just being felt, however it is transforming the planet. The Gutenberg Impact.

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Gutenberg impact - What happened then has happened again

  1. 1. •  the impact of the printing press – knowledge, libraries, information, a right to think about things and influence local and world decisions •  the internet means information at our finger tips – no travel – no need to go to the shops – we get thing the next day delivered, influence and control of our lives •  The crime is many businesses are asleep at the wheel. They haven’t brought themselves into the 21c. Some are going under as a consequence: Kodak, Nokia, Samsung, Blockbuster, Sony, Financial institutions •  Others are thriving – what is the difference? Apple, Samsung, Emirates, Virgin, Zara, Westjet, Starbucks •  how are they doing that? six impacts/questions & answers The Crux of the Issue - outline
  2. 2. 1440
  3. 3. big ideainformation shared with the people
  4. 4. how could we do that?the printing press
  5. 5. what would it look like?the illustrated bible
  6. 6. did you know?•  within 40 years of its invention 500,000,000 books were printed, published and read covering 35,000 topics •  traditional knowledge challenged •  reformation began •  renaissance exploded onto the world •  a revolution in thinking was shared
  7. 7. big ideainformation shared with the people how could we do that?the smart phone – the smart device what would it look like?
  8. 8. June 2007 81 monthsWhen was that?
  9. 9. 2012.1 6/22/12 Process Performance Landscape
  10. 10. 2012.1
  11. 11. did you know?650 mobile phone users africa – majority smart by 2017 (CNN)
  12. 12. did you know? south africans spend more on mobile telephony than the global average (gsma)
  13. 13. 6impacts
  14. 14. the enlightened customer
  15. 15. Source:  Fanzine   choice
  16. 16. choice
  17. 17. choice
  18. 18. Promiscuity customer
  19. 19. Promiscuity customer
  20. 20. rebellion
  21. 21. rebellion
  22. 22. expectations
  23. 23. Multi-channels
  24. 24. prosumer
  25. 25. Copernicus  -­‐  19  February  1473  –  24  May  1543   Copernican shift This is a
  26. 26. 6questions
  27. 27. 6answers
  28. 28. 1question DO YOU SEGMENT CUSTOMERS BY CIRCUMSTANCE AND MARKET INSIDE-OUT?
  29. 29. 1answer DO YOU categorize customers in terms of their needs
  30. 30. 2question DO YOU capture what customers say they want?
  31. 31. 2answer DO YOU figure out what the customer needs (even when they do not know it themselves)
  32. 32. 3question DO YOU manage process through the things people do?
  33. 33. 3answer DO YOU harness and control processes through what causes them moments of truth - how many mots do you have? - are these mots under control?
  34. 34. 4question DO YOU measure process based on outputs and activity time?
  35. 35. 4answer DO YOU measure process based on successful customer outcomes
  36. 36. 5question DO YOUr processes start with an internal trigger (phone call, letter, request for something)
  37. 37. 5answer DO YOUr processes start with customer need defined and finish when that need is satisfied
  38. 38. 6question DO YOU assess organisation capability based on skills and competence?
  39. 39. 6answer DO YOU measure success based on successful customer outcomes
  40. 40. "We can't solve problems by using the same kind of thinking we used when we created them."
  41. 41. Delivering outstanding customer service isn’t its own department. At great companies it is everyones job. Outside-­‐In  The  Secret  
  42. 42. 6impacts questions answers
  43. 43. •  the impact of the printing press – knowledge, libraries, information, a right to think about things and influence local and world decisions •  the internet means information at our finger tips – no travel – no need to go to the shops – we get thing the next day delivered, influence and control of our lives •  The crime is many businesses are asleep at the wheel. They haven’t brought themselves into the 21c. Some are going under as a consequence: Kodak, Nokia, Samsung, Blockbuster, Sony, Financial institutions •  Others are thriving – what is the difference? Apple, Samsung, Emirates, Virgin, Zara, Westjet, Starbucks •  how are they doing that? six impacts/questions & answers The Crux of the Issue - summary
  44. 44. “Build  a  great  experience,  customers  tell  each   other  about  that.  Word  of  mouth  is  very   powerful.”   Jeff  Bezos,  CEO  Amazon.com   “A  business  absolutely  devoted  to  service  will   have  only  one  worry  about  profits.  They  will  be   embarrassingly  large.”  Henry  Ford     “Delivering  outstanding  customer  service  isn’t   its  own  department.  At  great  companies  it  is   everyone's  job.”  Steve  Towers,  Outside-­‐In  The   Secret.   AZribu[ons:   Jon  Evans  (@rezendi)   The  Clinton  Project   iStockphoto   BigStock   Vistaprint   No.  10  Downing  St.   Wikipedia     More  informa[on:   Connect:   twiZer.com/stowers   www.bpgroup.org  

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