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It's easy to get caught up in the frenzy to go mobile. To impact your customers and deliver results you need to work from a strategic perspective, understand your customers and maintain a sense of urgency. I also suggest embracing Design Thinking to make your what and how deliver on WOW!
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Mobilizing Business Strategy
Tom HayesNovember [email protected]
THayesOnline.com all rights reserved Source: Fastcompany.com
Why Mobility?
Source: fastcompany.com
Challenge – Revolution AND Evolution
Source: www.Pinkjooz.com
Challenge - Customer Technology Models
Access Devices
Customer AssetsServices
Access Devices
Customer AssetsServices
Challenge: Legacy Delivery & Technology
Challenge: Business Model Consistency
Mobile Strategies - Where to Focus
“Business has only two functions — marketing and innovation.”
“The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.”
Peter Drucker
Focus - The Mobile Customer
“I KEEP six honest serving-men (They taught me all I knew);
Their names are What and Why and When And How and Where and Who”
Rudyard Kipling
Who – Deep Understanding
Demography Ethnography (Data) (Understanding)
Why – Customer Defined Relationships
Facilitate
Transact
Engage
When - 24*7 Time Shifting
Source: fastcompany.com
Where – Untethered but Visible (and Valuable?)
What & How – Embrace “Design Thinking”
Source: Designing For Growth (Liedtka/Ogilvie)
Tactics – Selection Criteria
FeasibilityImpactTimeliness
Think “How” not “If”
The Make or Break!!!
Strategy and Tactics – 3 key takeaways
1. How can mobility uniquely impact your customer & relationship?
2. Technology is just an enabler (and there are a lot of options, expanding every day)
3. Creative approaches like design thinking to deliver the what and how to WOW
Strategy and Tactics – Final Thought
“It is more productive to convert an opportunity into results than to solve a problem - which only restores the equilibrium of yesterday.”
Peter Drucker
Q&A
&ATom HayesOctober [email protected]
THayesOnline.com all rights reserved Source: fastcompany.com
