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?

PIGPIGPIGPIGPIGPIG

SNOW WHITE

SNOW WHITE

SNOW WHITE

SNOW WHITESNOW WHITE

SNOW WHITE

Some organizations create a different Pig and call it a Snow White

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

Logistics Customer EngagementProductionFinanceHR

Product/Service

Newspaper industry

Regulated industry eg. Insurance

Retail industry

Commodity grain buying industry

Computer industry

Car industry

SNOW WHITES

Have an undifferentiated product?

snow whites createCustomer 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

Fosbury

CUST ENGAGEMENT THRU INSIGHTS/ANALYTICS

Apollo Tyres – 6 to 16% market share

Progressive Insurance

Tata Ace

Wanbury Pharma

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?

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

HRSales &

MarketingLogistics Product/

ServiceProduction

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?

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

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!!

THANK YOU

porus@poruspmunshi.com