Shifting value into high gear

Shifting Value into high gear!

Mike Edwards @mikeeedwards

http://mikeeedwards.ca mike@leanintuit.com

Is this experience valuable?What about now?

Why do we struggle to create such incredible

experiences?

What do your customers expect?

‘Value’ defined

Monetized Frugal

WOW!

The problem

Misaligned Values

What are their values?

Company EmployeesCustomer

• Stable • Intuitive • Support • Fair price • Treated fair

• Profit • Growth • Innovation • Share value

• Do a good job • Contribute • Learn • Fair Compensation • Good work

environment

Company

What is valued?

Company EmployeesCustomer

Two telecom companies 1 Courage: Act on your beliefs with pure intention in spite of your fears. 2 Respect: Treat others as you wish to be treated. 3 Integrity: Choose to do what’s right. 4 Accountability: Own your part of any situation and work towards a solution. 5 Servanthood: Embrace the attitude and honor of serving others rather than

being served.

1 We embrace change and initiate opportunity 2 We have a passion for growth 3 We believe in spirited team work 4 We have the courage to innovate

Two Canadian Airlines

• Commitment to safety • Positive and passionate in everything we do • Appreciative of our People and Guests • Fun, friendly and caring • Align the interests of our people with the interests of the company • Honest, open and keep our commitments

• Safety First and Last • Make every customer feel valued • Working together • Act with integrity • All employees are valued • Drive for excellence

What do your customers expect?value

What can you do?

• Talk & walk with your customers

• Get the team involved with your customers

• Stop thinking you can wow them with features

Mike Edwards @mikeeedwards

http://mikeeedwards.ca mike@leanintuit.com