Gutenberg impact - What happened then has happened again
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Three proven techniques used by Google, Apple, and Samsung include segmenting customers based on their needs and circumstances, understanding customer needs even when unknown, and measuring success based on customer outcomes rather than internal processes. The document discusses how some businesses are thriving by applying these techniques through focusing on the customer experience, while others are falling behind by not adapting to changing customer expectations in the digital age.
Gutenberg impact - What happened then has happened again
- 1. Three SIX proven process techniques used in Google, Apple and Samsung.
- 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. 1440
- 4. big ideainformation shared with the people
- 5. how could we do that?the printing press
- 6. what would it look like?the illustrated bible
- 8. 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
- 9. big ideainformation shared with the people how could we do that?the smart phone – the smart device what would it look like?
- 10. June 2007 2,470 days agoWhen was that?
- 13. 2012.1
- 14. did you know?650m mobile phone users africa – majority smart by 2017 (CNN)
- 15. did you know? south africans spend more on mobile telephony than the global average (gsma)
- 16. 6impacts
- 19. choice impact 1
- 20. choice impact 1
- 28. Copernican shift This is a
- 29. WE HAVE WAYS OF MAKING YOU TALK NO REALLY?
- 30. 6questions
- 31. 6answers
- 36. Three SIX proven process techniques used in Google, Apple and Samsung.
- 37. 1question DO YOU SEGMENT CUSTOMERS BY CIRCUMSTANCE AND MARKET INSIDE-OUT?
- 38. 1answer THEY categorize customers in terms of their needs
- 39. 2question DO YOU capture what customers say they want?
- 40. 2answer THEY figure out what the customer needs (even when they do not know it themselves)
- 41. 3question DO YOU manage process through the things people do?
- 42. 3answer THEY harness and control processes through what causes them moments of truth - how many mots do you have? - are these mots under control?
- 43. 4question DO YOU measure process based on outputs and activity time?
- 44. 4answer THEY measure process based on successful customer outcomes
- 45. 5question DO YOUr processes start with an internal trigger (phone call, letter, request for something)
- 46. 5answer THEIR processes start with customer need defined and finish when that need is satisfied
- 47. 6question DO YOU assess organisation capability based on skills and competence?
- 48. 6answer THEY measure success based on successful customer outcomes
- 49. "We can't solve problems by using the same kind of thinking we used when we created them."
- 50. Delivering outstanding customer service isn’t its own department. At great companies it is everyones job. Outside-‐In The Secret
- 52. 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
- 53. • 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
- 56. Three SIX proven process techniques used in Google, Apple and Samsung.
- 57. “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