Quote for the Day
“The biggest communication problem we have is not to listen to understand. We listen to reply”
Stephen Covey
What comes after Digitisation – Human Based Business
Part of the reason we have survived the disruption caused by Covid, Price inflation, Brexit and the war in Ukraine is that we took the opportunity to digitize our processes.
So, what’s next? – According to Will Farnell the next innovation is to Human Business
The next driver of value is to use the digital tools we now have to release time for our team to talk to customers more often.
Research has revealed that the more we talk to our customers the more they feel that they are getting value.
Focus on your customer not you. Your customer doesn’t want to know how you improve his situation he just wants to be in a better situation.
Spending more time with your customer enables your team to create strong positive emotional experiences.
To achieve this new position, you need a competitive strategy. The guru in this area is Michael Porter and his four competitive strategies.
- Cost Leadership – Low-cost producer
- Differentiation – What are your unique selling points.
- Cost Focus – Exploits differences in cost behavior
- Differentiation Focus – Exploits the special needs of the buyer.
Where are you in this strategy map, where do you need to be and what do you need to do to get here?
In my opinion we need to get better at the following:
- Articulating Value
- Differentiation
- Removing friction to improve Customer experience
- Training and developing our Team
How can we help?
To check if you qualify for a free Productivity Audit contact me by email alan@mrwcs.com and let me know your name, your firm’s name, turnover and the number of employees.