today’s focus is on creating new value for customers (in addition to more profit)
When things change suddenly and immensely (e.g. coronavirus), what people want and what they demand from the businesses that serve them switches up. The most successful companies are the ones that can adapt the quickest to deliver new value to their clients in new ways.
It’s up to each firm’s leadership team to recognize that ‘the same old way‘ will only lead to ‘the same old outcomes.’ Leaders must decide to repair, replace, or reinvent their capabilities and their brands. Aiming that change at what their customers and clients want most is smart.
Creating value for customers is the way we think.
We helped one of Canada’s largest Telcos extend their experience/story framework and designed and facilitated a 5-country teleconference. The TELUS team explored journey maps, adaptive business design, and other tools to help them transform not only the experience, but the underlying capabilities that deliver it.