•  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. Some are going under as a consequence: Kodak, Nokia, Samsung, Blockbuster, Sony, Financial institutions

•  Others are thriving – what is the difference? Apple, Samsung, Emirates, Virgin, Zara, 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 500,000,000

books were printed, published and read 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 81 months

When was that?

2012.1 6/22/12

Process Performance Landscape

2012.1

did you know? 650 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

choice

choice

Promiscuity

customer

Promiscuity

customer

rebellion

rebellion

expectations

Multi-channels

prosumer

Copernicus  -­‐  19  February  1473  –  24  May  1543  

Copernican shift

This is a

6 questions

6 answers

1 question

DO YOU SEGMENT CUSTOMERS BY

CIRCUMSTANCE AND MARKET INSIDE-OUT?

1 answer

DO YOU categorize customers in terms of their needs

2 question

DO YOU capture what customers say they

want?

2 answer

DO YOU 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

DO YOU 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

DO YOU 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

DO YOUr 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

DO YOU 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

•  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. Some are going under as a consequence: Kodak, Nokia, Samsung, Blockbuster, Sony, Financial institutions

•  Others are thriving – what is the difference? Apple, Samsung, Emirates, Virgin, Zara, Westjet, Starbucks

•  how are they doing that? six impacts/questions & answers

The Crux of the Issue - summary

“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.  

AZribu[ons:  Jon  Evans  (@rezendi)  The  Clinton  Project  iStockphoto  BigStock  Vistaprint  No.  10  Downing  St.  Wikipedia    

More  informa[on:  Connect:  twiZer.com/stowers  www.bpgroup.org