Gutenberg impact - What happened then has happened again
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Three SIX proven process techniques used in Google, Apple and Samsung.
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An update to the earlier presentation - features Customer Experience, BPM, Outside-In, digitization
Transcript of Gutenberg impact - What happened then has happened again
Three SIX proven process techniques used in Google, Apple and Samsung.
• 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
1440
big idea information 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 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
big idea information shared with the people
how could we do that? the smart phone – the smart device
what would it look like?
June 2007 2,470 days ago When was that?
2012.1 6/22/12
Process Performance Landscape
2012.1
did you know? 650m mobile phone users africa – majority smart by 2017 (CNN)
did you know? south africans spend more on mobile telephony than the global average (gsma)
6 impacts
the enlightened customer
Source: Fanzine
choice
impact 1
choice
impact 1
choice
impact 1
Promiscuity
customer
impact 2
Promiscuity
customer
impact 2
rebellion
impact 3
rebellion
impact 3
expectations
impact 4
Multi-channels
impact 5
prosumer
impact 6
Copernican shift
This is a
WE HAVE WAYS OF MAKING
YOU TALK
NO REALLY?
6 questions
6 answers
Three SIX proven process techniques used in Google, Apple and Samsung.
1 question
DO YOU SEGMENT CUSTOMERS BY
CIRCUMSTANCE AND MARKET INSIDE-OUT?
1 answer
THEY categorize customers in terms of their needs
2 question
DO YOU capture what customers say they
want?
2 answer
THEY figure out what the customer needs (even when they do not know it
themselves)
3 question
DO YOU manage process through the things
people do?
3 answer
THEY harness and control processes through what causes them moments of truth
- how many mots do you have? - are these mots under control?
4 question
DO YOU measure process based on outputs and
activity time?
4 answer
THEY measure process based on successful customer outcomes
5 question
DO YOUr processes start with an internal trigger
(phone call, letter, request for something)
5 answer
THEIR processes start with customer need defined and finish when that need is satisfied
6 question
DO YOU assess organisation capability
based on skills and competence?
6 answer
THEY 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 The Secret
6
impacts questions answers
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
question 1
www.bpgroup.org
• 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
Three SIX proven process techniques used in Google, Apple and Samsung.
“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
