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One of the driving themes for 2013 and 2014 is customer experience. The imperative comes through loud and clear in the vision and values of many modern organisations. As the customer facing teams develop skills around delivering a great customer experience so they increasingly expect that same experience delivery from their internal IT service providers. Understanding the art of Intellectual Influence enables IT professionals: • To secure the budget funding they need for CX and other growth projects, to keep their internal customers happy; and • To enhance their personal brand and reputation, for career growth and success. Dr Mark Strom says “ There are three things that make and keep a reputation: Competence: We have to know and be able to do what anyone else in our field should know and be able to do; Integrity: We need to be trustworthy; and Brilliance: Not IQ, but the ability to shine in what we do, to bring to our work and customers our distinctive imagination, voice, heart, craft and community.” In this keynote Jennie Vickers will introduce you to the art of intellectual influence and how you can develop your brilliance and your reputation.
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INTELLECTUAL INFLUENCE - The Art & The Science
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Jennie Vickers Zeopard Think
TITLE TEXT
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YOUR INTERNAL CUSTOMERS?
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Video Link: http://www.youtube.com/watch?v=FSIkjNaICsg
Welcome to the COMSHARE contracts prevention office...
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“The real true source of power, in any company today is ideas...
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...the rest is housekeeping” - Marsh Fisher, founder of Century 21
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“Curious how often you humans manage to obtain that which you do not want.” - Spock in the Errand of Mercy
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THE CHALLENGES OF SERVICE DELIVERY
Cost centre or value creators? What do we want to be known for?
•Managers!
•Individuals!
•Aspirational Managers!
•CEO’s!
•CIO’s!
•Suppliers
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WE’RE ALL LOOKING TO INFLUENCE SOMEONE-WHO IS IN THE ROOM?
Your colleagues are your customers-they are your internal customers
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Who are you trying to influence?
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THE WORLD HAS SHIFTED
FUTURE OF COMPUTING !!1. Search was king of the last era!!! - as of Sept 2012 overall search volume on web has started to decrease!! - now using App driven mechanics to find your content as these provide context around requests ensuring more accurate responses!!Forrester Research Blog
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FUTURE OF COMPUTING !!!2. Experience will begin to replace Apps! - customers simply want a great experience! - design more important!
!3. Data is the new currency Data=currency! APIs=new banks! API Management = financial advisor!
!Forrester Research Blog
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THIS IS WHAT CEO’S ARE THINKING ABOUT
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Better Public Services Advisory Group Report November 2011
WHAT ARE PUBLIC SERVICE CEO’S NOW LOOKING AT DELIVERING?
“Capitalising on new technology and ways of engaging such as social media will reduce costs and help meet citizens’ and businesses’ expectations for their dealings with government”
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If you are not using these social tools how can you advise or manage their use?
HOW MANY PUBLIC SERVICE IT STAFF ARE ACTIVE THEMSELVES ON SOCIAL MEDIA?
“Starting with a social media control policy is a recipe for disaster. Thought Leadership means finding the how and not the why not”
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!!
Pressure on CIOs! Chris Murphy of Information Week says:!!“Make IT measurably more relevant to your customers” !“We're living through a historic shift that makes technology more important -- in fact, indispensable -- to building close customer ties. IT leaders can seize the moment by ruthlessly focusing 2013's goals on the customer who buys their products.” !!
!!
THIS IS WHAT CIO’S ARE THINKING ABOUT
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• The term was first coined in 1994, by Joel Kurtzman, editor-in-chief of the magazine, Strategy+Business !
• Thought leaders are individuals or organisations that are recognised by peers, customers and industry experts as someone who deeply understand the business they are in, the needs of their customers, and the broader marketplace in which they operate !
• Thought leaders have a distinctively original idea, a unique point of view or an insight
FOCUS ON THOUGHT LEADERSHIP
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“Thought leadership centres on earning trust and credibility. Thought leaders get noticed by offering something different—information, insights, and ideas, for instance.
!Thought leadership positions you and your company as an industry authority and resource and trusted advisor by establishing your reputation as a generous contributor to your industry.”
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Mark Strom’s book coming in Feb 2014
FOCUS ON WISDOM
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Jennie Vickers Zeopard Think
TITLE TEXT
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INTRODUCTION
@jennievickers
Jennie Vickers Zeopard Think
TITLE TEXT
Zeopard.com
Zeopard.com
INTRODUCTION
@jennievickers
Jennie Vickers Zeopard Think
TITLE TEXT
Zeopard.com
Zeopard.com
INTRODUCTION
@jennievickers
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10 HOT STRATEGIC TECH TRENDS 2014
1. Mobile Device Diversity and Management!!2. Mobile Apps and Applications!!3. The Internet of Everything!!4. Hybrid Cloud & IT as Service Broker!!5. Cloud/Client Architecture!!
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10 HOT STRATEGIC TECH TRENDS 2014
6. The Era of Personal Cloud!!7. Software Defined Anything!!8. Web-Scale IT!!9. Smart Machines!!10. 3D Printing
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10 KEY THEMES FROM ORACLE OPENWORLD 2013!1.! By 2016, half of the world’s big data will be
stored in the cloud. – Oracle !!2.! There are 1 billion smartphone users in the
world, and 80% of them use social. - Oracle!!3.! Customers today and in the newer generations
want things that are simple and have been engineered to work together. – Mark Hurd, President, Oracle!
!4.! Centricity has switched from your company
timeframe to the buyer’s timeframe, and we need to be prepared to jump– Paul Teshima, GVP Product Management, Oracle Eloqua!
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10 KEY THEMES FROM ORACLE OPENWORLD 2013!5.! 49% of executives believe that customers will
switch brands due to a poor customer experience, but in reality, 89% of customers have already switched. –Brian Curran, Vice President, Customer Experience Strategy and Design, Oracle!
!6.! Within the next year, every company should be
measuring the Customer Effort Score, or the ability to analyze how much effort a customer has to exert in order to do business with you. – Brian Curare!
!7.! Organizations that focus on the customer journey
have on average a 20% improvement on overall customer satisfaction and see a 10-15% growth in revenue. -Brian Curran!
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10 KEY THEMES FROM ORACLE OPENWORLD 2013!8.! Twenty percent (20%) of revenue lost in
businesses is due to bad customer experiences. -David Vap, Group Vice President, Oracle!
!9.! By 2017, 87% of the US population will have
mobile Internet devices, which is more than homes that have broadband. –Reggie Bradford, SVP of Product Development at Oracle!
!10.! There always will be someone else fighting for
the attention of the consumer, whether or not they are your competitors. Be timely, relevant, brave, and humble. –Lars Silberbauer, Global Director of Social Media, LEGO!
!
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MY DAD
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LAWYERS DOCTORS
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Left Brain VS Right Brain
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CX
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Fishing and talking!
@jennievickers
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Buzan Brain FRIENDLY LEARNING
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Utility Sector: Trees and Lines
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CCO Director for Rodney and CCO Governance Advisor
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Legal AND COMPLIANCE, HR AND IT departments…
…We are not the sexy TEAMS
“The significant problems we have cannot be solved at the same level of thinking with which we created them.” !Albert Einstein
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Cost Centre - Not profit centre - EASIER TO OUTSOURCE
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Are your colleagues going around you?
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INTROVERTS VS EXTROVERTS
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THE GOOD NEWS IS THAT Being an introvert is now COOL
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QUIET- THE POWER OF INTROVERTS IN A WORLD THAT CAN’T STOP TALKING
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LOTS OF BOOKS TO HELP INTROVERTS - MY FAVOURITE:
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PAUL’S SUGGESTION FOR A BOOK TO HELP EXTROVERTS BECOME MORE LIKE INTROVERTS:
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Speaking different languages
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Are you inflicting your language on your customers?
! tickets are for buses and trains and even the movies
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STAKEHOLDER EXPECTATIONS
!• Customer Experience in a Consumer world!!
• Frustration with service indifference!!
• Home computing speeds and easy use devices!!
• Rate payer expectations
• What is CX?!
• What is involved with CX
WHAT IS CAUSING THE ATTENTION ON CX?
What is Customer Experience?
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WHAT IS CX?
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!!- Forrester Research Inc.!
!
CUSTOMER EXPERIENCE - DEFINITION
“CX is how your customers perceive their interactions with your company”
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“An internal customer experience is an interaction between a department and an internal customer as perceived through that internal customer’s conscious and subconscious mind. It is a blend of the department’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against internal customer expectations across all moments of contact.”
CUSTOMER EXPERIENCE DEFINITIONFrom the Beyond Philosophy Group adapted for internal customers
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WHY SHOULD YOU CARE ABOUT CUSTOMER EXPERIENCE?
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WHY YOU SHOULD CARE ABOUT CUSTOMER EXPERIENCE
• Commoditisation has stripped away existing sources of differentiation - CX is it
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!!!
Latest research goes further and says: !
One of the last remaining areas of differentiation is the ability to provide compelling user experiences through digital channels. !Forrester Research
DIGITAL EXPERIENCE
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PERCEPTION IN ACTION AT A SUCCESSFUL CX BUSINESS...
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“Economists have typically lumped experiences in with services, but experiences are a distinct economic offering, as different from services as services are from goods. Today we can identify and describe this fourth economic offering because consumersunquestionably desire experiences, and more and more businesses are responding by explicitly designing and promoting them.”!
!Harvard Business Review July 1998 Welcome to the emerging experience economy. Joseph Pine and James Gilmore
THE EXPERIENCE ECONOMY - THIS IS NOT A NEW FAD
FALLING SHORT ON DELIVERING THE EXPERIENCES CUSTOMERS WANT
!• Slow adoption rate of customer expected
capabilities !
• Significant opportunities for improving experiences!
• Across research, buying, and post purchase processes!
• Inflexible technology, siloed organisations and systems, insufficient investment, and inability to measure performance hinder success!
!Solving The Execution Chasm Requires A New Approach to CX!!!!!! Zeopard.com @jennievickers
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“As services, like goods before them, increasingly become commoditized—think of long-distance telephone services sold solely on price—experiences have emerged as the next step in what we call the progression of economic value. From now on, leading-edge companies—whether they sell to consumers or businesses—will find that the next competitive battleground lies in staging experiences.”
/
!Harvard Business Review July 1998 Welcome to the emerging experience economy. Joseph Pine and James Gilmore!
!
THE EXPERIENCE ECONOMY
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Age of manufacturingMass manufacturing boosts industrial powerhouses.
Age of distributionGlobal connections make distribution key.
Age of information&RQQHFWHG�3&V�EHQHÀW� those who control information
Age of the customer Empowered buyers demand a customer focus
1900-19601960-1990
1990-2010
2010-?
THE AGE OF THE CUSTOMER
Source:
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How annoying ARE YOUR HR department & legal/compliance team?
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Do your IT contracts reflect the work you do and how you do it? Can you find clauses in contracts fast?
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Have they spent time understanding what you do and how you do it?
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HR CHALLENGES
Only 15% of HR’s time is spent on strategic activities, while 71% is still spent on service delivery, record keeping,
compliance and internal management. !
-HR Transformation in EMEA, Mercer 2010
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“It has been a source of frustration for many years that my HR team has been preoccupied with administration and process and has not
had time and focus to do a role that really adds value. While I recognise that access to quality data has often hampered them, it has
not made my job easier.” !
- Carl Rogers, CEO of Asplundh NZ (2012)
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“In The Lawyer Bubble: A Profession in Crisis, Steven J. Harper argues that legal jobs are disappearing not because of short-term economic fluctuations but because of powerful long-term trends.”!! Adam Cohen: Is There Really a ‘Lawyer Bubble’? | TIME.com
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Be everything your colleagues are not
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“Business today is conducted in the language of numbers. Every business unit in a company is expected to make and depend on decisions based on data.”
!- Mark Hurd ORACLE PRESIDENT
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YOU HAVE THE SKILLS TO HELP INTERNAL CUSTOMERS LOOKING FOR VISION
Video Link: http://www.youtube.com/watch?v=ziOG_GHNVq0
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“Software engineers are the most creative people I know, but are too rarely perceived as such”
- Shona Grundy CEO
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Making the shift from IT administrator to IT strategic advisor - it is your choice
Worth remembering that no-one outsources their strategy department!
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“The bureaucratic mentality is the only constant in the universe” - Dr McCoy, Star Trek
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!"IT departments which are disconnected from their internal customers are increasingly going to find that software as a service has appeared in their domain and they belatedly get the difficult task of integration. Your choice: stay close or get rained on” Doug Hughes
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Wisdom
Knowledge
Information
Data
More important
Less important
Benefit to Humanity
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Data
Raw material processed information. Volumes of data help identify trends and patterns
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Information
Patterns and trends and other sources of information together = knowledge
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Wisdom
Knowledge
Information
Data
Info of which someone is aware
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Wisdom
Born from knowledgeplus experience
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Wisdom
Knowledge
Information
Data
More important
Less important
Benefit to Humanity and your Internal Customers
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DISTINGUISHING WHO WE ARE VS HOW WE THINK
vst
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CONVICTIONS VS CONVINCING
Influence is not about persuasion
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“Influence happens when you step up with Transporter Thinking - Jennie Vickers, inspired by Star Trek
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Insight
1. INSIGHT
2. CONTEXT
3. ENQUIRY
4. CONTENT
5. IMPACT
6. VALUE
7. ENGAGEMENT
9. CONVERSATION
8. PLATFORM
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Insight
1. INSIGHT
2. CONTEXT
3. ENQUIRY
AUDIENCE
TextAUDIENCE
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4. CONTENT
5. IMPACT
6. VALUE
PRODUCT
PRODUCT
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7. ENGAGEMENT
9. CONVERSATION
8. PLATFORM
DELIVERY
DELIVERY
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Insight
1. INSIGHT
2. CONTEXT
3. ENQUIRY
AUDIENCE
TextAUDIENCE
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Insight
1. INSIGHT
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2. CONTEXT
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3. ENQUIRY
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4. CONTENT
5. IMPACT
6. VALUE
PRODUCT
PRODUCT
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4. CONTENT
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5. IMPACT
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6. VALUE
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7. ENGAGEMENT
9. CONVERSATION
8. PLATFORM
DELIVERY
DELIVERY
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7. ENGAGEMENT
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8. PLATFORM
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9. CONVERSATION
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Insight
1. INSIGHT
2. CONTEXT
3. ENQUIRY
4. CONTENT
5. IMPACT
6. VALUE
7. ENGAGEMENT
9. CONVERSATION
8. PLATFORM
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UNPACKING A FEW SKILLS
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Insight
1. INSIGHT
How to increase your influence by seeing into and
“getting” other people
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Myers Briggs MMPI
NEO
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ARE WE MISSING OPPORTUNITIES WITH OUR TEAMS?
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How we THINK impacts How we LEARN!!How we THINK and LEARN impact How we COMMUNICATE!!How we THINK, LEARN, and COMMUNICATE impact !How we SOLVE PROBLEMS!!What would be different if we understood how we think and how others think and why?
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uses feeling!"big picture" oriented!
imagination rules!symbols and images!
spatial perception!fantasy based!
presents possibilities!risk taking
! uses logic! detail oriented! facts rule! words and language! order/pattern perception! reality based! forms strategies! practical!
LEFT BRAIN RIGHT BRAIN
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CUSTOMER JOURNEY MAPPING
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CUSTOMER JOURNEY MAPPING SESSION SPONSORED BY ORACLE NZ
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2. CONTEXT
How to understand the context of your work for you and your
customer and future proof your ideas.
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The exercise of leadership is contextual. Always.
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“All it takes is a slight shift of perspective to bring things into focus” - Percy from Nikita, Series 2
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Slight shift in perspective to bring things into focus
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HERMANN EBBINGHAUS
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Slight shift in perspective to bring things into focus
101010 = 9:50
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Slight shift in perspective to bring things into focus
101010 = 9:50
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Slight shift in perspective to bring things into focus
5+5+5 = 550
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Slight shift in perspective to bring things into focus
5+5+5 = 550
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3. ENQUIRY
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How to gather the right information about the right things
that matter to your customer
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DIAGNOSIS !
Does it hurt when I do this?
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Video link: http://www.youtube.com/watch?v=InR865IDDjU
STEP ONE
KNOWN SPOKEN PROBLEMS
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STEP TWO
KNOWN UNSPOKEN PROBLEMS
STEP THREE
UNKNOWN UNSPOKEN PROBLEMS
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4. CONTENT
How to expand your work into three
dimensions that deliver
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1
2
3
4
Think before you speak
4
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Start at the point … and your point is…
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Palette creates comfort
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ZeopardThink Developed by the Thought Leaders Community
Picture Meta Frame Context
Point Meaning Essence Concept
Stuff Matter Detail Content
Essence of an idea
An idea has three elements to it.
The matrix on this page gives you various different palettes or ways of saying the same thing across these 3 components of an idea.
The big picture contextual part, the concise explanation of what the idea is and the examples and facts that explain it.
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Context Meta Strategic Picture Frame
Model MetaphorIt’s like...
Concept Meaning Tactical Point Essence
Statement:
Explanation:
Content Matter Executable Stuff Detail
PINK SHEET
ZeopardThink Developed by the Thought Leaders Community
(Story/Case Study/Statistics/Research/Example/Process/Steps)
THE PINK SHEET Bringing the dimensions of
an idea to life
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Zeopard.com @jennievickers
ZeopardThink Developed by the Thought Leaders Community
Picture Meta Frame Context
Point Meaning Essence Concept
Stuff Matter Detail Content
Essence of an idea
An idea has three elements to it.
The matrix on this page gives you various different palettes or ways of saying the same thing across these 3 components of an idea.
The big picture contextual part, the concise explanation of what the idea is and the examples and facts that explain it.
Zeopard.com @jennievickers
5. IMPACT
How to achieve or increase influence with virtually anyone by maximising
your impact
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HERMANN EBBINGHAUS
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HERMANN EBBINGHAUS
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If you provide information to internal customers which they need to remember then: !1. Tell them!!2. Follow up shortly e.g. by email!!3. Set a reminder and resend the email one week later!!4. Set a reminder and resend the email one month later!!5. Use colour!!6. Use pictures!!7. Make it fun
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7. ENGAGEMENT
Conversations & Communications that resonate
Abstract
what’s this like?
Existential
what’s this about?
Intrapersonal
what’s in this for me?
Numerate
give me bullet points
Linguistic
give me directions
Interpersonal
give me examples
Visual
show me
Auditory
tell me
Kinesthetic
let me
ZeopardThink Developed from work of Howard Gardner
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8. PLATFORM
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“75% of employees feel their work history and experiences are not leveraged by their employer”
-Taleo Research, UK Social Talent Management report
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Employee YOU Community YOUYou YOU
Strategy
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Strategy Strategy
Role
� Participation
� Observation
� Elucidation
Role
� Participation
� Observation
� Elucidation
Role
� Participation
� Observation
� Elucidation
Mapping Out Your Relationship With Social Media
Audience
Who?
Where?
Audience
Who?
Where?
Audience
Who?
Where?
Platforms Platforms Platforms
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9. CONVERSATION
How to create new shared meaning and go beyond
communication
CUSTOMER EXPERIENCE REQUIRES…
Managing your business from the “Outside In”.!!“Bringing the perspective of your customer to every decision you make so you can see why customers’ perceptions are created.”!!The Expert’s Dilemma-Speakers, Lawyers Technical Experts-Keen to tell what we know
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OUTSIDE IN, PUTTING YOUR CUSTOMER AT THE HEART OF YOUR BUSINESS
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CUSTOMER
Who is the customer?
What do they want?
How do i give it to
them?
When &
Wheredo they want it?1
2
3
4
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Customer Life Cycle = Customers relationship with a brand as they continue to discover new needs, explore their options, make purchases and engage with the product or service experience!! !!!
Engage Win Develop Keep
Inside Out
Discover
Needs
Explore
OptionsBuy Engage
Outside In
THE 6 DISCIPLINES OF CX FROM FORRESTER RESEARCH AND EXPLAINED IN THE BOOK “OUTSIDE IN”
1. Strategy!!2. Customer Understanding!!3. Design!!4. Measurement!!5. Governance!!6. Culture
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TRANSPORTER THINKING - AN ACTION PLAN COURTESY OF STARTREK
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“STAR TREKING ACROSS THE UNIVERSE”
Customer journey map one set of internal customers’
experiences every month and see how it changes your
perspective.
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“ONLY GOING FORWARD CAUSE THEY CAN’T FIND REVERSE”
Embrace the possibilities to be strategic with a new attitude.
There is no going back.
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“THERE’S KLINGONS ON THE STARBOARD BOW, JIM”
Live CX and deliver internal CX or someone else will
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“IT’S LIFE, JIM, BUT NOT AS WE KNOW IT”
Revisit learning styles and personality diagnostics. Pick one style furthest from your
own and observe.
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“IT’S WORSE THAN THAT, HE’S DEAD JIM”
Brain cells will die if not used, remember the forgetting curve
and help your internal customers to stop asking you
the same question twice.
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“WE COME IN PEACE, SHOOT TO KILL, SHOOT TO KILL, SHOOT TO KILL”
LinkedIn profiles kept up to date allow you and your
internal colleagues to see the brilliance of your team. Don’t
see it only as a mechanism for your team to escape to
another job.
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“YOU CANNA’ CHANGE THE LAWS OF PHYSICS”
You can change your brain and your neurons and the way your internal customers view you by talking into their context every
time.
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Customer journey map
Embrace the possibilities to be strategic with a new attitude
Live CX and deliver internal CX or someone else will
Revisit learning styles and personality diagnostics
Brain cells will die if not used, remember the forgetting curve
LinkedIn profiles kept up to date
You can change your brain and your neurons
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PART 10 - SUMMARY CONCLUSION
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IMAGINE: !
A world where your customers do not forget the information you give them and never ring for the same
help twice.
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IMAGINE: !
A world where your data creation defies Moore’s Law
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IMAGINE: !
A world where your team is viewed as strategists not housekeepers
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NO NEED TO IMAGINE !
That world is here today if you influence with intelligence applying the art and the science.
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