Digitizing customer journeys and processes: Stories from the front lines. These company examples highlight what some leaders are doing to build new customer experiences.
KPI (Key Performance Indicator): 6 Tips to Pick the Best KPI's! KPI’s or key performance indicators measure your progress towards your end goal.
So, it’s clear that having the right KPI’s are a crucial component to strategy execution success. I see however too many managers getting carried away when they hear the word KPI. Dashboards, traffic lights, …. the more colors, the better. The next-generation operating model for the digital world. Companies need to increase revenues, lower costs, and delight customers.
Doing that requires reinventing the operating model. Companies know where they want to go. They want to be more agile, quicker to react, and more effective. They want to deliver great customer experiences, take advantage of new technologies to cut costs, improve quality and transparency, and build value. The problem is that while most companies are trying to get better, the results tend to fall short: one-off initiatives in separate units that don’t have a big enterprise-wide impact; adoption of the improvement method of the day, which almost invariably yields disappointing results; and programs that provide temporary gains but aren’t sustainable.
We have found that for companies to build value and provide compelling customer experiences at lower cost, they need to commit to a next-generation operating model. Avoiding the seven deadly sins of customer-experience transformations. Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo good intentions lurk in any change program.
Resist seven common missteps. Many businesses are coming to understand that, increasingly, how an organization delivers for its customers is as important as what product or service it provides. But for companies looking to make the customer experience a strategic priority, adopting a customer-centric mind-set can be a struggle. How IDEO Measures Customer Interaction — NOBL Collective - The Future of Work. In startups and small companies, it's easy—if not unavoidable—to talk to your customers on a regular basis, but as companies grow and roles become specialized, customer interaction s often limited to one department.
At IDEO, business designer Ryan Jacoby discourages this by tracking Time Since Last Contact (TLC): how many days it's been since the team interacted with a customer. While your team's number may vary, Jacoby recommends a TLC score of 5 days or fewer. In addition to frequency, Jacoby also suggests using a "Tier" system to measure the intensity of customer interaction, from firsthand experience with power users (Tier 1) to analyzing secondhand survey data (Tier 3).
This consistent consumer research means Jacoby's innovation team can anticipate what the customer wants, even before the customer does. Takeaway: Measuring TLC, both on an individual and team basis, reinforces how important direct contact is to understanding, and responding to, your customers' needs. Source. Know Your Customers’ “Jobs to Be Done” For as long as we can remember, innovation has been a top priority—and a top frustration—for leaders.
In a recent McKinsey poll, 84% of global executives reported that innovation was extremely important to their growth strategies, but a staggering 94% were dissatisfied with their organizations’ innovation performance. Most people would agree that the vast majority of innovations fall far short of ambitions. On paper, this makes no sense. Never have businesses known more about their customers. Thanks to the big data revolution, companies now can collect an enormous variety and volume of customer information, at unprecedented speed, and perform sophisticated analyses of it.
How to start building your next-generation operating model. Each company’s path to a new operating model is unique.
But successful transformations are all constructed with the same set of building blocks. A North American bank took less than two years to shift 30 percent of its in-branch customer traffic to digital channels and dramatically reduce its brick-and-mortar footprint. A European cruise line redesigned and relaunched five core products in nine months to increase digital conversions by three to five times and sales by 150 percent. These companies have been able to transform because they have developed next-generation operating models that provide the speed, precision, and flexibility to quickly unlock new sources of value and radically reduce costs. The operating model of the future combines digital technologies and process-improvement capabilities in an integrated, sequenced way to drastically improve customer journeys and internal processes.
Leverage Points: Places to Intervene in a System - The Solutions Journal. Redesigning economics based on ecology – Daniel Christian Wahl – Medium. “To make the world work for 100% of humanity in the shortest possible time through spontaneous cooperation without ecological offense or the disadvantage of anyone.” — R.
The nature of mindsets – Benefit Mindset – Medium. Mindsets shape the lives we lead, the actions we take and the future possibilities of the shared world we live in.
In this primer, we provide an overview of what mindsets are, why they matter and a summary of the 3 basic mindset archetypes. We also share a range of practices you can use to more consciously choose your mindset. What is a Mindset? “Your beliefs become your thoughts, your thoughts become your words, your words become your actions, your actions become your habits, your habits become your values, your values become your destiny.” — Mahatma Gandhi Eight principles can be used to describe the underlying nature of mindsets.
What is Systems Change? Key learnings So Far… – Ministry of Change – Medium. It’s been a little over a month now since I joined the School of System Change Basecamp and already it feels like we have covered so much on this deeply fascinating journey into complexity.
It’s been refreshing to see that there are so many people working together to really try and effect change on a large scale and make a difference to the future of our planet. I’ve had some amazing conversations with some inspiring people, been introduced to a whole host of powerful tools and had the chance to get my hands dirty putting into practice what I’m learning during my time on the North Camden Zone project.
This is only the beginning of what I’m sure is a long and winding journey, so I’d like to take this opportunity to document some of my key learnings so far, so I can watch them evolve and develop as I continue along my learning path. Complicated Vs Complex: The difference between ‘complicated’ and ‘complex’ was quickly to become very apparent. Although difficult, there is an answer. Putting customer experience at the heart of next-generation operating models. The benefits of improved customer experience can be fleeting unless changes to supporting back-end operations are made, as well.
Digital is reshaping customer experience in almost every sector. Digital first attackers are entering markets with radically new offers, disrupting the ways that companies and customers interact and setting a high bar for simplicity, personalization, and interactivity. To not only stay in the game but capture new sources of value, incumbents will need to reinvent their customer experience. That begins with bringing in data and analytics-based insights about what really matters to customers and how best to deliver it to them. Some companies fail to capture the full benefits of their improvement efforts because they concentrate on optimizing individual touchpoints rather than tackling the customer experience as customers actually experience it—a complete journey that cuts across multiple functions and channels.
Replacing Personas With Characters – down the rabbit hole – Medium. With some anxieties and motivations defined, let’s move to Purchase-Progress Events. Purchase-Progress Events While your Characters are going about their life with their motivations and anxieties, they are going to experience particular events which will pull them toward a purchase. Expert worden met een online training. Putting Your Company’s Whole Brain to Work. Innovate or fall behind: the competitive imperative for virtually all businesses today is that simple. Achieving it is hard, however, because innovation takes place when different ideas, perceptions, and ways of processing and judging information collide. That, in turn, often requires collaboration among various players who see the world in inherently different ways.
As a result, the conflict that should take place constructively among ideas all too often ends up taking place unproductively among people who do not innately understand one another. Disputes become personal, and the creative process breaks down. Agility in US national security. Even the world’s largest bureaucracy can learn to dance. This excerpt from a new book published by Aspen Strategy Group suggests how. As the shift continues from the manufacturing economy of the industrial age to the digital economy of the information age, US national-security organizations need to transform as well. American military forces have been, and continue to be, the most capable in the world, but the national-security infrastructure, refined and perfected during the 40-plus years of the Cold War, is increasingly ill suited to the challenges the United States faces today.
De verbeter-kata – Toyota Kata NL. DevOps: geen methode, maar een cultuur. QualityImprovement. Fastcodesign. We're on the cusp of a new era of design. Beyond the two-dimensional focus on graphics and the three-dimensional focus on products, we're now in an era where designers are increasingly focusing on time and space, guided by technological advances in artificial intelligence, robotics, and smart environments. While great thinkers like Dieter Rams and George Nelson offered their own design principles in past eras, industrial designer Yves Béhar points out that there are no comparable manifestos or guidelines for designers working with AI, robotics, and connected technology today.
Last week, in a talk delivered at the inaugural A/D/O/ Design Festival in Brooklyn, Béhar presented his vision for what those guidelines should look like—in the form of 10 principles for design in the age of AI. A leaner public sector. Through lean and Six Sigma initiatives, public-sector agencies can improve performance and productivity—but the impact won’t stick if they ignore the “soft” side of making operational change happen. For several years, government leaders have been seeking ways to reduce waste through operational-improvement programs inspired by lean manufacturing, Six Sigma, or both. Applying lean production to the public sector. The people power of transformations. A new survey suggests that for their transformations to succeed, organizations need employee buy-in at all levels, consistent communication, and better people strategies.
Organizational transformations are hard work, and according to the latest McKinsey Global Survey on the topic, companies are no more successful at overhauling their performance and organizational health than they were ten years ago. Greiner Growth Model of organizational change & evolution. This article explains the Greiner Growth Model by Larry Greiner in a practical way. After reading you will understand the basics of this powerful business life cycle tool. The Circular Design Guide. Charter Tool Box: Menu.
Use Design Thinking to Build Commitment to a New Idea. ACA Planning Tool. Ahead of the curve: The future of performance management. What happens after companies jettison traditional year-end evaluations? How We Conduct 1:1s — NOBL Collective - The Future of Work. The A to Z Guide to Culture Decks — NOBL Collective - The Future of Work. Are you really listening to what your customers are saying? The four pillars of distinctive customer journeys. From touchpoints to journeys: Seeing the world as customers do. About Durabilis - Durabilis. Transformation with a capital T. Omnichannel, not omnishambles. Home - Urban Dynamics. The beginning of system dynamics.
Being patient-centric in a digitizing world. How Much Should You Pay for Org Design & Development? Speed Boat. Transformation with a capital T. Sustaining the momentum of a transformation. The role of the chief transformation officer. Blog - Heather Plett. Nieuwe Adidas-schoen is biologisch afbreekbaar. What makes an article popular on Medium? We analyzed 10,000+ data points to find out – Medium. Sign Up. Poster on Agile in a Nutshell – with a spice of Lean UX. How to apply a design thinking, HCD, UX or any creative process from scratch – Medium. What's Design Thinking & How Can It Help Customer Journey Mapping? Why design thinking is the perfect platform for customer journey mapping. The circular economy: Moving from theory to practice. Cynefin Review Part 7 - Finding Your Place on the Framework - Adventures with Agile. Risk: Seeing around the corners. OD vs OD - ON THE MARK.
The changing market for food delivery. Something Extraordinary Is Happening in the World, And Most People Haven't Noticed. Applying the principles of biomimicry to business: Wiebke Liu at TEDxOlympicBlvdWomen. Resource Handbook. NOBL. Change Management Plan Template (Example, steps, PPT,....) Ethical Systems. Nudge Theory explanation. Design for Social Good. Where machines could replace humans. Super Human Trends. Why action plans are overrated - Jeroen De Flander. Building a design-driven culture. Optical illusions slow drivers. 7 Rules Driving the Psychology Behind Great Product Design – uxdesign.cc – User Experience Design. How Elon Musk Learns Faster And Better Than Everyone Else – The Mission – Medium. What Every Institutional Innovation Program Gets Wrong – NOBL. Hoe groener het hotel overkomt, hoe groener de gasten zich gedragen - Hotels. Linux is 25. Yay! Let’s celebrate with 25 stunning facts about Linux. – Free Code Camp. Three Questions to a More Enlightened Business.
The CEO guide to customer experience. Our Approach. 277. Soul & Synapse. Design thinking. Design Is Mainly About Empathy — Track Changes. Waarom de baas van Buurtzorg de baas van Nederland zou moeten zijn. Twisted Studio – Mapping to See Kit: Value-Stream Improvement Workshop for Office and Service Settings. Timeline. Are You and Your Organization Ready to Get Future Fit? Design Thinking Must Be Future-Empowered - Kedge. Infographic - Design Thinking, Lean UX, Agile.