Creating Digital Value for Customers

13 July, 2020
Customer Service, Digital Strategy, SlideShare
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A meaningful digital transformation will provide a compelling answer to a simple question: Why? This article focuses on Customer Value; how to create digital value that truly matters for your Customers. (Part of a series of articles about Enterprise Value Creation for Digital Business.)

Servant Leadership: Breakthrough Ideas on Customer Service

27 May, 2020
People Management, Customer Service, SlideShare
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The traditional org chart is all wrong. It puts the people that work directly with your customer at the lowest position on the pyramid. This makes the customer the least important person in the picture. Servant Leadership will flip that pyramid. What if your leaders saw their primary mission as support for those closest to the customer? What kind of difference would that have on customer loyalty and satisfaction?

How Sales & Marketing can Participate in your Digital Transformation

Each functional area in your company needs to understand the skills and strengths that they bring to a Digital Transformation effort; why do they deserve a “seat at the table”? Next up is Sales & Marketing - with their depth of experience with design and focus on the end customer, Sales & Marketing can and should play a critical role. (part of a series)

Digital Business and Customer Relationships: Big Value in Tight Connections

The best companies are radically focused on a great customer experience. As your customer base shifts to a digital, mobile mindset, Customer Relationships needs to be part of your Great Digital Business. (Part of a series)

The Subtle Power of Design: Making Something Happen

15 May, 2016
Design
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A discussion of a simple pattern for success when introducing new ideas; what does success looks like? Understand the outcome you want to create, and figure out a path to get there.

The Subtle Power of Design: A Case Study

26 April, 2016
Design
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A review of the Design decisions made when creating a particularly complicated diagram that communicates a significant shift in thinking.

IoT Field Notes: Whiteboard Wireframing

The humble Whiteboard is an import element for capturing product design ideas quickly, organically, naturally. In this article, a few true-life stories, and observations on how the wide-open medium drives flexible creativity.

Dialing for Dollars – How IT can Generate Sales Fast

A simple report that answers an important question ... how can I bring real value to my customers Right Now!

IoT Field Notes: Muddled Marketing Messages

Vendors are missing the point, as they strain to make any product or service fit on the IoT bandwagon.

Can Enterprise IT Borrow From Lean Startup Thinking?

22 January, 2015
Design, Change Management
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What is the minimum amount of functionality required to engage with your target audience, and get folks to understand the vision? MVP-thinking focuses your effort on the minimum amount of work required - check out this video for more!