How To Entice Leadership To CRAVE Customer Discovery
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The document discusses how to entice leadership to embrace customer discovery. It advocates using iterative discovery and actionable metrics to make informed decisions that create loyal customers. This approach delivers what leadership wants - confidence, ROI, profit, and predictability - by discovering customer needs through quick, integrated, and connected iterative discovery cycles. Metrics made actionable through target setting allow evaluating changes in customer attitudes and behavior to further improve products and services.
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How To Entice Leadership To CRAVE Customer Discovery
- 1. How to Entice Leadership to Crave Customer Discovery @PeteKinser Colleen Johnson @scrumhive Pete Kinser Enterprise Agile Coach Director of Experience Strategy ReadyTalk Universal Mind
- 2. #SolveTheRightProblem@PeteKinser I @scrumhive Leadership Wants Confidence ROI Profit Predictability
- 3. PRODUCTS & SERVICES BUNDLED PRODUCTS & SERVICES EXPERIENCE The Experience Economy #SolveTheRightProblem@PeteKinser I @scrumhive
- 4. IX CX Internal Experience Customer Experience TX External Experience Experience #SolveTheRightProblem@PeteKinser I @scrumhive
- 6. Structures & Systems #SolveTheRightProblem@PeteKinser I @scrumhive ORGANIZATIONAL STRUCTURES TECHNICAL ARCHITECTURESCX
- 8. RESEARCH HAS A PERCEPTION PROBLEM #SolveTheRightProblem InsightsDISCOVERY @PeteKinser I @scrumhive
- 9. HOW OFTEN HOWLONG • Time Consuming • Isolated • Disconnected + – + The Way We Were #SolveTheRightProblem@PeteKinser I @scrumhive
- 10. + – +HOW OFTEN HOWLONG • Quick • Integrated • Connected The Way We Are #SolveTheRightProblem@PeteKinser I @scrumhive
- 11. 1. Innovative 2. Useful 3. Aesthetic 4. Understandable 5. Unobtrusive 6. Honest 7. Long-lasting 8. Thorough down to the last detail 9. Environmentally-friendly 10. As little design as possible Good Design #SolveTheRightProblem@PeteKinser I @scrumhive
- 12. DISCOVERY IS IS DISCOVERY DESIGN #SolveTheRightProblem@PeteKinser I @scrumhive
- 13. STARTUP DENSITY COLORADO IS #1 SOURCE: Kauffman Foundation LOW BARRIER TO ENTRY NINETY PERCENT FAILURE RATE #SolveTheRightProblem@PeteKinser I @scrumhive
- 14. THE PACE HAS INCREASED #SolveTheRightProblem@PeteKinser I @scrumhive
- 15. #SolveTheRightProblem@PeteKinser I @scrumhive DISCOVERY SAVES TIME & MONEY
- 16. TIME + DEVELOP TEST DEPLOY LAUNCH HOPEDISCOVER #SolveTheRightProblem@PeteKinser I @scrumhive Hope ain’t gonna do it
- 17. #SolveTheRightProblem@PeteKinser I @scrumhive Getting to confident
- 19. + – +HOW OFTEN HOWLONG • Quick • Integrated • Connected The Way We Are #SolveTheRightProblem@PeteKinser I @scrumhive
- 21. #SolveTheRightProblem@PeteKinser I @scrumhive If I were given one hour to save the planet, I would spend 59 minutes defining the problem and one minute resolving it… “
- 22. ? ! #SolveTheRightProblem@PeteKinser I @scrumhive UNKNOWN KNOWN
- 23. DISCOVER DESIGN DEPLOY #SolveTheRightProblem@PeteKinser I @scrumhive
- 24. DISCOVER DESIGN DEPLOY #SolveTheRightProblem@PeteKinser I @scrumhive STRATEGIES
- 25. DISCOVER DESIGN DEPLOY #SolveTheRightProblem@PeteKinser I @scrumhive
- 27. DISCOVER DESIGN DEPLOY #SolveTheRightProblem@PeteKinser I @scrumhive
- 31. Getting to Data
- 32. INTENSITY SCALE
- 33. Set a Target #SolveTheRightProblem@PeteKinser I @scrumhive
- 34. ATTITUDES & OPINIONS QUANTIFY FEEDBACK Set a Target DECISION POINT
- 35. YOU’RE SO VAIN #SolveTheRightProblem@PeteKinser I @scrumhive
- 36. • Rate or Ratio • Time or Segments • Simple • Accurate Predictions • Change Behavior Target Practice
- 37. Confidence ACTIONABLE METRICS ROI INFORMED DECISIONS Profit LOYAL CUSTOMERS Predictability ITERATIVE DISCOVERY #SolveTheRightProblem@PeteKinser I @scrumhive Leadership Wants You Deliver
- 38. MAKE INFORMED DECISIONS THRU ITERATIVE DISCOVERY & ACTIONABLE METRICS TO CREATE LOYAL CUSTOMERS #SolveTheRightProblem@PeteKinser I @scrumhive
- 39. Thank You! @PeteKinser Colleen Johnson @scrumhive Pete Kinser Enterprise Agile Coach Director of Experience Strategy ReadyTalk Universal Mind