Making a company data driven doesn’t make it anything as it is just going to duplicate the current biases and opinions of the organization. According…
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“Every time you solve a problem you create a new one” — Kevin Slavin (1). Are we trying to hard or not hard enough? In…
Read the PostIf we want the computer to do all our work do we have to become computers?
A strategy is a theory about what the organization assumes the world looks like, which influence it thinks it can have on it leading to…
the language that you speak shapes the way that you think. And that gives you the opportunity to ask, “Why do I think the way…
A channel is context-less. It’s thin data. A human being is context rich, they are not only influenced by the situation they are in, but also their…
Read the PostYou can’t measure customers the same way you measure channels
In systems thinking the purpose of modelling the world is to better understand the forces of influence, their linear and non-linear effect on each other, patterns of…
“People can only make decisions given the information that is available to them in the structure they are able to operate” — James Paine, MIT…
Read the PostWe can only make decisions based on the information and models available to us
Are there any essential principles to a customer-way-of-thinking that even go beyond the customer? I was in a conversation a few weeks back with a…
Read the PostThree essential principles to a customer-way-of-thinking
How do we know if we are producing value for our customers and why is this important? From a customer experience perspective one way to…
Read the PostMeasuring customer value – might be easier than you think
Westerners “live in a simpler, more deterministic world; they focus on [important] objects or people instead of the larger picture; and they think they can…
“The pandemic exposed the lie that was digital transformation,” says Alan Webber, program vice-president, customer experience at IDC (1). As the mid- and/or post-pandemic pressure…
I believe the best organizations are as closely aligned with their customers as possible. Not just through their marketing, product development or sales. Customer alignment…
Knowing that Sarah is a 56 year old woman with a high paying job commuting daily to and from London’s financial district is probably going…
Today models are everywhere from big Google-sized problems to tiny optimizations like customer journey conversion rate. But models are not mirrors of reality, “models are…
Read the Post“Models are opinions reflected in mathematics” — O’Neil
Learning leads to new insights and new knowledge. It challenges, enriches or makes existing ideas obsolete. Every day the learning team finds how they can…
Every customer engagement is unpredictable as it is by its nature a chain of unknowable actions and reactions that might come from you, anyone or…
Design depends largely on the sum of all constraints — Charles Eames https://youtu.be/3xYi2rd1QCg Design is not to have a beautiful idea and protect it against…
Combining Jobs-to-be-done with experimentation offers an effective way for the team to start learning and seeing the world from the customer perspective. While strategic statements…
Why do we need metrics? My suggestion: to make better decisions. Any metric we use should be either an experiment (we think x will happen if we…
The customer is only one of many moving pieces in a market and focusing on the customer might not always be the best way to…
Read the PostThe better way to serve the customer is to serve the whole system
I have an hypothesis: In every situation where we (as customers) buy something we are responding to a need and a measurable valuable outcome we…
Read the PostFor every purchase there is a need and a measurable valuable outcome
I have an itch against funnels. I think we use them too often to make the world unnecessarily simple, and by that abstracting ourselves away…
Read the PostIs digital pulling us further away from our customers instead of towards them?
Every time you choose a model like e.g. a business model canvas or a customer journey you are choosing which information is important to you…
The digital transformation we are in right now is not our first technological transformation. In fact these transformations, or cycles happen every half century or…
Read the PostWhat can we learn from previous transformations?
Is your organization seeing the world through the lens of your solutions or the eyes of your customers? The answer significantly affects the organizations language,…
Read the PostSolutions are Finite — Customer Value is Infinite
Part 1. Solution Space – Uncertainty – Strategy “We are not short of creativity in our world, and yet most organizations struggle with innovation.” — Gary Hamel Organizations…
Read the PostOur imagination is limited to the tools we use to understand the world?
There is a gap between what we want our organizations to become and what we put into them to get there. This is the video…
In The Customer OS I’m trying to do two things. First I’m trying to get underneath headlines such as digital, transformation, internetification etc If indicated…
Read the PostThe Customer OS – Why digital isn’t digital and customers hold the key to your future
Recent developments in the architecture of markets could end up putting companies in a situation they haven’t trained for: Having to compete for customers, not against competitors . Will…
Business strategy has always been premised on assumptions about technology, those assumptions are changing, and this will drive us to a different concept of what…
Read the PostDigital is disrupting/ transforming industries – and this is why
Three things are changing customer demand and directly affecting how companies need to think about future economies: Slowly developing social change is impacting what people…
Companies face a deep and widening complexity gap; between their current offering and the emerging behaviors and needs of their customers. Failing to see the…
Keep up-to-date on recommended articles and thinking by following my magazines on Flipboard – hyperprolactinaemia What is sildenafil? preferences, seek new information, or wish to.…
In their research Jennifer Mueller, Jeff Loewenstein and Jennifer Deal finds that customers are much more attracted to creative products than one can presume. They…