Customer centricity is a commercial decision.
Through developing teams to deliver compelling insight, human-centered design and thoughtful services & products with omni-channels experience this give commercial value to businesses:
Grow - Compelling propositions and services designed to attract, drive salience for consideration, retain for targeted growth.
Brand Differentiation - Customer experience is the lived experience of ‘the promise’ a brand makes. Done well it drive brand awareness, salience consideration.
Retention - Strengthening relationships through personalisation, effortlessness and trust will lead to customers spending more, spending more often and then telling their friends and family.
Efficiency - Broken service cost more. They take more people to support, with more effort and time.
Focusing on external outcomes balanced with internal business strategy will drive profitability.
Principles for my Leadership
Consciously builds teams that overtly design and execute with inclusivity, diversity, sustainability and cultural brilliance
Bridge and build teams so products and services are designed and implemented together with symbiosis
Seek to inspire and be inspired by our Clients, Customers, Partners and employees.
Use actionable insight to drive invention, innovation and drive valuable change
Be genuine and human-centered, bring together experts to co-create for well-rounded solutions
Be brave and experiment: you only fail, if you fail to learn
Take responsibility to make tangible change happen - celebrate commercial success - not artwork
Culture
I believe in creating safe, collaborative and engaging teams. Where risk and learning is valued. I look for characters with energy. People with genuine empathy, tenacity, flexibility people orientated and motivated by value and making a difference. I enjoy inspiring and empowering whole organistions to take balanced customer and commercial decisions
Tools & Frameworks
CUSTOMER EXPERIENCE MATURITY
Balance building the foundations of a customer experience team with strategies, frameworks and Dashboards, but not only that. Constantl and proactive action ‘doing projects’ that adds value to the businesses will give enriched learning moreover theory as well as build credibility. Overtime achieving maturity that goes beyond superficial changes to create lasting differentiation, increase loyalty and market leading customer experiences
CUSTOMER JOURNEY FRAMEWORKS
Providing a structured way to visualise and understand the entire customer experience across all touchpoints, allowing communication, co-creation and development in a single langauge. This aids tasks like identifying pain points, opportunities for improvement, and ultimately create more personalized and engaging interactions that lead to increased customer satisfaction and loyalty
CUSTOMER JOURNEY ATLAS
A journey atlas (also known as a catalog of journeys) helps companies establish and sustain a shared customer-centric language across silos. It creates a strategic, bird’s-eye view of what matters to customers to help companies prioritize, assign responsibility, collaborate, and find shared value across journeys
This helps to paint a picture of how experience is distinctly non linear and some
TIERED JOURNEY FRAMEWORK
Create robust Customer Journey Framework’s that looks after whole product and service eco-systems. Navigate journeys at different levels of zoom.
This helps understand how process and systems drive experiences. It also helps scope, measure and drive journey performance with control and structure.
HUMAN CENTERED DESIGN
For Design Professionals
Source - UX Design Institute - Link
What is human-centered design? A definition:
Human-centered design (HCD) is an approach to design that places real people at the center of problem-solving. At every phase of the design process, consideration of your customers and their context comes first. This is a step above user-centered design, which tends to focus on the way people use things, not their psychological and emotional needs.
HUMAN CENTERED DESIGN
For Stakeholders
Human-centered design (HCD) is jargon and overly complex language for general stakeholders. In business impact and outcome is king. I firmly believe that there is value in translating design into universal business language.
UNDERSTANDING THE PROBLEM
The starting point is understand what are genuine customer problems or unmet needs. Thats where the the value is. Focusing on the wrong problem or building things that people dont need is expensive.
DESIGNING THE SOLUTION
Complex problems need designing. Customer will experience products and services, whether they are well designed or not. Their experience will determine whether they will use them again, or even become advocates.
BUILDING IT
With a clear problem being solved and a clear vision on how to solve it - building it is faster, more efficient and will yield better benefits for customers and businesses.