Your Customer Rules!

Your Customer Rules!
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Find your company's unique innovation style, and nurture it into a powerful competitive advantage Praised by business leaders worldwide, Agile Innovation is the authoritative guide to survival and success in today's "innovate-or-die" business world. This revolutionary approach combines the best of Agile with the world's leading methods of Innovation to present a crisp, articulate, and proven system for developing the breakthrough capabilities every organization must master to thrive today and tomorrow. You already know that effective innovation doesn't happen by accident—it is achieved by careful design. Agile Innovation addresses the three critical drivers of innovation success: accelerating the innovation process; reducing the risks inherent in innovation; and engaging your entire organization and your broader ecosystem in the innovation effort. The key frameworks described here build on the proven success of Agile to provide a comprehensive and customizable Innovation Master Plan approach to sustained innovation improvement in the five critical performance areas: strategy, portfolio, process, culture and infrastructure. Major topics include: the power of Agile in the innovation process, how to overcome innovation risk, the best tools to evoke engagement and collaboration, branding as an integral element of innovation, and the best leadership skills and practices that create the special environment that enables transformative growth. Readers will learn specifically how to create better ideas, develop them more efficiently, and work together more profitably and effectively to achieve breakthroughs. The insights offered in this book are highlighted in 11 detailed case studies illustrating the world's best innovation practices at Wells Fargo, Nike, Volvo, Netflix, Southwest Airlines, NASA,The New York Times, and others, in dozens of specific business examples, in two dozen powerful and unique techniques and methods, and a full set of implementation guidelines to put these insights into practice. Key Insights: Understand how to implement the many ways that innovation efforts can be accelerated to achieve even greater competitive advantage Learn to create a culture of innovation, greater engagement, and rich collaboration throughout your organization Discover how to reduce risk and accelerate learning Implement your own unique plan to enhance collaborative innovation, from leadership through operations Integrate key agility principles into your strategic planning decisions for sustained improvement Explore dramatic new approaches to open innovation that optimize large scale innovation Apply the latest and best technology tools to enhance innovation, reduce risk, and promote broad participation. This is a must read book, a practical guide for fostering a culture of innovation, nurturing creativity, and efficiently developing the ideas that drive strategic growth. And since innovation is not imitation, you know that copying the ideas and strategies of other successful organizations will not produce the desired outcomes. Hence, all leaders must develop their own way of innovating and nurture the right style of collaborating for their own organization. This book will guide you to find your own unique pathways to success. Blaze your own trail to the high levels of innovativeness and organizational agility by learning from the expert guidance and practical, actionable advice offered throughout this important book.

Оглавление

Bill Price. Your Customer Rules!

Preface

Our Unique Process

Chapter One. From B2C to Me2B

What Used to Work, Doesn't Work Anymore

Welcome to the Me2B World: Now Your Customer Rules!

Back to Fundamentals in the Me2B Era

What Drives Me2B Leaders

The Foundations of Me2B Success

Chapter Two. You Know Me, You Remember Me

You Know Me Everywhere and All the Time

You Never Ask What You Already Know

You Know My Preferences

You Predict My Needs Intelligently

You Know Me and Mine

You Know When I Don't Want to Be Known

Why “You Know Me, You Remember Me” Is So Important

Meet the Challenge: You Know Me, You Remember Me

Chapter Three. You Give Me Choices

You Let Me Choose “What” and “How Much”

You Let Me Decide How and Where I Do Things

I Can Do It on My Time

You Give Me the Advice That I Need, When I Need It

I Get to Control with Whom I Work

You Let Me Design It

Why “You Give Me Choices” Is So Important

Meet the Challenge: You Give Me Choices

Chapter Four. You Make It Easy for Me

You Make It Easy for Me to Buy from You

You Allow Me to Use Your Product or Service Without Contacting You

You Let Me Make the Process Easy for Me

You Don't Make Me Have to Learn How to Navigate Your Organization

You Get It Right for Me the First Time – or If Not, You Fix It Once and for All

You Don't Ask Me About My Effort

Why “You Make It Easy for Me” Is So Important

Meet the Challenge: You Make It Easy for Me

Chapter Five. You Value Me

You Value My Potential

You Value the Length and Depth of My Relationship with You

You Listen to Me and Act on What I Say

You Value My Time and Effort

You Make Sure Your Partners Value Me as You Do

Why “You Value Me” Is So Important

Meet the Challenge: You Value Me

Chapter Six. You Trust Me

You Don't Tar Me with the Same Brush

You Don't Impose an Arbitrary Policy on Me; You Allow Exceptions

You Trust My Version of Events

You Enable Me to Trust You

You Trust Me to Advise Others

Why “You Trust Me” Is So Important

Meet the Challenge: You Trust Me

Chapter Seven. You Surprise Me with Stuff I Can't Imagine

You Do More Than I Expect at Key Moments

You Make the Complex World Simple for Me

You Treat Me Like a New Customer All the Time

You Only Surprise Me When It Is Appropriate

You Do Things I Didn't Think or Know Were Possible

When You Fail Me, You Do More Than Just Fix It

Why “You Surprise Me with Stuff That I Can't Imagine” Is So Important

Meet the Challenge: You Surprise Me

You Do More Than I Expect at Key Moments

Chapter Eight. You Help Me Be Better and Do More

You Support Me Beyond the Product Sale

You Coach Me to Use Things Better

You Help Me Use Less of Your Stuff

You Help Me Look Forward

You Help Me Get Things That I Didn't Think I Could

Why “You Help Me Be Better and Do More” Is So Important

Meet the Challenge: You Help Me Be Better and Do More

Chapter Nine. What Drives Me2B Leaders

The Naturals

The Challengers

The Rebounders

The Defending Dominators

Can Other Companies Change?

Chapter Ten. The Foundations of Me2B Success

Foundation One: A Customer-Oriented Culture

Foundation Two: Streamlined Processes

Foundation Three: Integrated Channels

Foundation Four: Energized People

Integrating the Foundations of Me2B Excellence

Epilogue. Don't Wait to Act

Glossary

Recommended Reading

Acknowledgments

About the Authors

Index

Отрывок из книги

Your Customer Rules!

Delivering the Me2B Experiences That Today's Customers Demand

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Me2B Leaders, we've found, are creating experiences that don't just deliver a product but fulfill relationship needs that are fundamental and predate even the mom-and-pop era. They are by no means radical innovations. The innovation the Me2B Leaders have brought is in figuring out how to deliver these fundamentals in today's world of scale and channel complexity and to connect to the customer even with the tyranny of scale and distance that separates head offices from the front line and the consumer.

Customers today still want to be recognized and served as they would have been in their local corner store – but in a digital world, the shape of this service is entirely different. For example, customers who shop an online grocery store expect the website to remember their standard weekly order in the same way that the local butcher could reel off a customer's regular order. The medium is changed; the need has not.

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