Leaders like you are seeking new operating models to solve their most unsolvable problem, "How do we consistently acquire new customers while retaining the customers we acquire?"
Customer acquisition is a privilege. It is only after you earn the right to serve your customer are you able to design the operations of your organization. Don't let your business get in the way of doing what needs to be done for your customer.
Customer acquisition is not something you bolt on later. If you have no customers it means you neglected to involve them. If that's the case, you may have missed the point of why a business exists.
Indeed, this is a new way to grow projects into products and products into companies. Organizations must re-wire themselves in order to create the conditions for long-term success. This starts with your people. Your team.
Culture comes first.
Take care of the people who take care of your customers. Teach your people of their immense value. Work alongside of them. Get buy-in from them before moving forward.
Inspire your people to develop a care and compassion for one another so they feel safe to cultivate similar compassion for your customers.
Conversations are the cornerstone of innovation.
Show them how to have conversations with your customers to gain an empathetic understanding of where they are right now.
Have systems in place to identify unmet needs. Discover the unsolvable problems. Carefully nurture each customer from "unsolvable problem" to "problem solved".
Visualize new journeys that solve customer problems. Provide an exceptional end-to-end experience.
Map your business to serve the needs of the experience you design for your customer.
Uncover design insights to shape a new customer experience
- Experience Maps
- Journey Maps
- Empathy Maps
- Value Proposition Canvas
- Business Model Canvas
- Petal Diagram
- Design Insights
- Prioritized Improvements
- Impact Metrics
- Pre-Concept / Concept
- Milestone-Driven Timeline
- Finite Deliverables
- Rapid Prototyping
- Beta Platform
- Learn. Build. Improve.