Newsletter #2: The Customer Transformation
By leading with ‘demand’ instead of ‘not nuts and bolts’ we can turn our transformations from #fail(1) to #fabulous.
#1. The key to a successful transformation: demand
A transformation needs to win in the marketplace of ideas for people to commit and want the change. A transformation therefore needs to focus on creating demand and demand is created through the simplest of things: the questions we ask.
#2. Your digital transformation should be a customer transformation
Why are so many transformations failing? Because they are focused on what people are doing instead of why they are doing it.
#3. The layers of the ‘people’ centric transformation
Everything is connected. From what we think our job is, to how we measure it, how our technologies and data support us or our culture shapes us. Becoming customer centric means identifying the parts influencing our specific organization’s ability to focus on the customer and then set the strategy for the transformation ahead.
https://medium.com/everything-new-is-dangerous/the-customer-centric-transformation-fbaf08b9bb9c
#4. Transformation is bold — own it!
Business culture in the 2020’s doesn’t have to be remembered for its terminology inflation, theatrics and failures.
https://medium.com/everything-new-is-dangerous/transformation-is-bold-own-it-b27dc26f2dcb
#5. How we did it: the customer transformation
A customer transformation is where the Company changes its methods, processes and outcomes responding to demand from its customers and employees [it’s people].
Sources:
(1). Bain & Company, Peter Slagt et. al, The Three Common Transformation Talent Mistakes and How to Avoid Them, https://www.bain.com/insights/the-three-common-transformation-talent-mistakes-and-how-to-avoid-them/
