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Gutenberg impact - What happened then has happened again

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An update to the earlier presentation - features Customer Experience, BPM, Outside-In, digitization

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Gutenberg impact - What happened then has happened again

  1. 1. Three SIX proven process techniques used in Google, Apple and Samsung.
  2. 2. •  the impact(s) – knowledge, libraries, information, a right to think about things and influence local and world decisions •  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. Kodak, Nokia, Samsung, Blockbuster, Sony, Financial institutions •  Others are thriving – what is the difference? Apple, Samsung, Google, Emirates, Virgin, Zara, amazon, Westjet, Starbucks •  how are they doing that? six impacts/questions & answers The Crux of the Issue - outline
  3. 3. 1440
  4. 4. big ideainformation shared with the people
  5. 5. how could we do that?the printing press
  6. 6. what would it look like?the illustrated bible
  7. 7. did you know?•  within 40 years of its invention 50 million books were printed & published covering 35,000 topics •  traditional knowledge challenged •  reformation began •  renaissance exploded onto the world •  a revolution in thinking was shared
  8. 8. big ideainformation shared with the people how could we do that?the smart phone – the smart device what would it look like?
  9. 9. June 2007 2,470 days agoWhen was that?
  10. 10. 2012.1 6/22/12 Process Performance Landscape
  11. 11. 2012.1
  12. 12. did you know?650m mobile phone users africa – majority smart by 2017 (CNN)
  13. 13. did you know? south africans spend more on mobile telephony than the global average (gsma)
  14. 14. 6impacts
  15. 15. the enlightened customer
  16. 16. Source:  Fanzine   choice impact 1
  17. 17. choice impact 1
  18. 18. choice impact 1
  19. 19. Promiscuity customer impact 2
  20. 20. Promiscuity customer impact 2
  21. 21. rebellion impact 3
  22. 22. rebellion impact 3
  23. 23. expectations impact 4
  24. 24. Multi-channels impact 5
  25. 25. prosumer impact 6
  26. 26. Copernican shift This is a
  27. 27. WE HAVE WAYS OF MAKING YOU TALK NO REALLY?
  28. 28. 6questions
  29. 29. 6answers
  30. 30. Three SIX proven process techniques used in Google, Apple and Samsung.
  31. 31. 1question DO YOU SEGMENT CUSTOMERS BY CIRCUMSTANCE AND MARKET INSIDE-OUT?
  32. 32. 1answer THEY categorize customers in terms of their needs
  33. 33. 2question DO YOU capture what customers say they want?
  34. 34. 2answer THEY figure out what the customer needs (even when they do not know it themselves)
  35. 35. 3question DO YOU manage process through the things people do?
  36. 36. 3answer THEY harness and control processes through what causes them moments of truth - how many mots do you have? - are these mots under control?
  37. 37. 4question DO YOU measure process based on outputs and activity time?
  38. 38. 4answer THEY measure process based on successful customer outcomes
  39. 39. 5question DO YOUr processes start with an internal trigger (phone call, letter, request for something)
  40. 40. 5answer THEIR processes start with customer need defined and finish when that need is satisfied
  41. 41. 6question DO YOU assess organisation capability based on skills and competence?
  42. 42. 6answer THEY measure success based on successful customer outcomes
  43. 43. "We can't solve problems by using the same kind of thinking we used when we created them."
  44. 44. Delivering outstanding customer service isn’t its own department. At great companies it is everyones job. Outside-­‐In  The  Secret  
  45. 45. 6impacts questions answers
  46. 46. ideas to begin categorizing by needs: 1.  who is your most important customer ? 2.  what is the primary product service they buy ? 3.  what are their expectations of what they buy ? 4.  what process do they think they are involved with ? 5.  what do you do that impacts their success ? 6.  what are their real needs (make them smart) ? 7.  what is the one liner that summarizes their successful customer outcome ? do you segment customers by circumstance and market inside-out question1 www.bpgroup.org  
  47. 47. •  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. Kodak, Nokia, Samsung, Blockbuster, Sony, Financial institutions •  Others are thriving – what is the difference? Apple, Samsung, Google, Emirates, Virgin, Zara, Westjet, Starbucks •  how are they doing that? six impacts/questions & answers The Crux of the Issue - outline
  48. 48. Three SIX proven process techniques used in Google, Apple and Samsung.
  49. 49. “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.   AQribuRons:   Jon  Evans  (@rezendi)   The  Clinton  Project   iStockphoto   BigStock   Vistaprint   No.  10  Downing  St.   Wikipedia     More  informaRon:   Connect:   twiQer.com/stowers   www.bpgroup.org  

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