I want to put a simple proposition to you.
I will create new awareness for you of how your organisation’s intelligence can most effectively be designed in pursuit of its single most important competitive mission: the attraction and retention of new customers.
In short, every standout business gets ahead by creating new ideas and forging a new understanding of its world and its place in its market.
In this pursuit, essentially, every business contains knowledge, experiences and insights that may contain great value, but are currently out of sight and out of reach to management.
As long as they lie unexplored and unexpressed – despite their potential for energising new team creativity and productivity – what remains beyond awareness can neither be put to use, nor measured nor managed.
Yet, it is time to turn this around, as CX is crossing a new threshold.
And, as this is where the market is heading, investors will be increasingly keen to follow, to understand how well a business understands, is developing and is using its full capacities to grow future ROI.
I offer to help you traverse this new frontier by investigating and reporting back to yourself and your peer leaders what is hidden from them in the greater intelligence, ideas and insight existing in your business than gets put to use within almost any other organisation.
To transform what is known by your people into a tool your managers can work with, in this simple task, I offer to report back on what you can learn by asking your team:
Collectively, what intelligence do we most need to grow next to deliver a superior customer experience?
If the idea of building a workplace’s collective intelligence by capturing its knowledge – let alone that of a customer base, which I may also synthesise and summarise – may sound chaotic and messy, it is.
Yet, making sense from a cacophony of competing voices and opinions is no different to the challenge faced by news organisations reporting around the world every day.
As such, the solution I offer isn’t an obscure science, but a communication process proven both by my own repeated personal experience of interviewing, probing, reporting and sense-making over many years, and by centuries of practice by others.
I will apply these same practices to help you explore, check the sense of and report back to you what is known by your team, managing this work by using commonplace internet technologies found in almost every workplace.
To save your time reading further here, I’ve documented my process in greater detail here, and my interest and credentials for carrying out this work here.
In an age of disruption, the only viable strategy is to adapt to a future that is networked, iterative, collaborative and data-driven.
Put simply, the smarter a company gets about investigating its what its people know and exploring customers’ perceptions and experiences with its products, and reporting back to, and checking with them, on what it finds, the better those products can become.
Alternatively, when the world is changing, the other choice is to fall behind and risk simply never recovering.
An exceptional customer experience is as good for companies as it is for customers. It’s the kind of customer insight that differentiates market leaders like Amazon.
The reason Amazon succeeds is because it uses its minds to understand its customers. In the emerging CX-driven economy, it will be the cancer of ignorance that kills others.
Please do everything within your powers to avoid this latter fate.
As I can help you discover more quickly which steps to take next, I hope this proposition will prove of interest, and look forward to the prospect of discussing working on it with you.
If it tickles your curiosity, please contact me via email@example.com or (61+) 416 171724
Thanks for reading, and I look forward to talking with you.