tag:blogger.com,1999:blog-69797547614898496932024-03-21T12:35:30.527-07:00Glen BurnettPerspectives on experience design in frontier markets, and the tech to make it happenGlenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.comBlogger20125tag:blogger.com,1999:blog-6979754761489849693.post-28548961556620841392016-03-08T12:03:00.005-08:002016-03-08T12:10:17.537-08:00Beneficiaries and the Blue Yarn<div dir="ltr" style="text-align: left;" trbidi="on">
<span id="ms-rterangepaste-start"></span><span id="ms-rterangecursor-start" rtenodeid="1"></span>This last weekend, I painted my bathroom and binge listened to the design podcast 99% Invisible, which is a great listen. <a href="http://bit.ly/1pw0AGP">This older podcast </a>is about 10 minutes long, but it talks about a great process that I think would really have some interesting implications in development, if we tried to use them in some of our activities. They talk about how a hospital shifted how they think about their process by applying the Toyota Production System (TPS) approach to their work. This started with using a blue ball of yarn to chart the process a patient uses to go through the hospital to get tests done. <br />
This process led them to realize that the patients were expected to move all over the hospital and wait, a lot. As a result of this, they redesigned the layout of the hopsital, where doctors kept their offices, and how the patients were treated, leadning to substaintial cost savings at the hospital, and better treatment of patients. <br />
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There are a few great learnings from this as well:<br />
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1. You can learn from anywhere: TPS is well regarded in most business circles, but it is considered a manufacturing approach. At first, doctors joked about building cars in the hospital, but then they saw that they still could learn from the success of a separate industry. In development, we often like to think we know best, or that our work is too unique to draw from elsewhere. But successes in one industry can often show the way to potential in another space. <br />
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2. In TPS, waiting is waste. In global development, waiting is expected. However, in TPS, you constantly tweak the system so that you can imporve how things are done moving forward. How often do we think about continous improvement in our program delivery? What would that look like? In some ways, adaptive management has trickled down from TPS or agile, but we still often seem to try to come up with the ways to do this on our own. Why not look to other sectors where that has lead to large gains? <br />
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3. Putting the patients at the center of the discussion can lead to major redesign. In this process, the patient was seen as the product running through the production system. For global development practitioners, this might be beneficiairies, climate adaptation change, or some other core metric. But the learning is the same--shifting your focus (from doctor stations to patients, for example) can lead to major shifts, and improvements in delivery. In participatory systems thinking, this might be the point that we bring in beneficairy feedback, but why wait for project deployment? What if we respond to an RFI with info saying we have thought about or consulted with beneficiaries, and "this" is what they said? <br />
Anyway, it is a good listen. Take 10 minutes while eating that sandwich, and see if you get something out of it. If you do, feel free to comment. </div>
Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-73318208816730123052015-07-08T06:12:00.000-07:002015-07-08T06:12:51.361-07:007 steps for developing feedback loops on a shoestring budget<div dir="ltr" style="text-align: left;" trbidi="on">
I<span style="font-family: 'Times New Roman', serif;">t depends where you
work. Which sector. If you are in the private sector, they sometimes call it
voice of customer feedback. If you are in international development, or
government, you might hear of feedback looping mechanisms. Ultimately, for most
of the sectors I often think of, the important thing is this: people are
realizing they do better work when they have participatory engagement with the
people they are trying to serve. </span><br />
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<span style="font-family: 'Times New Roman', serif;">It's not enough to say
you interviewed people and found out what they were thinking. We need to shift
how we get things done. Instead of working on a logframe waterfall project
management approach where we target key performance indicators that will show we
are delivering on targets established at project start up, we need to be able
to adapt. (Just so you know, I got nauseous just writing that last
sentence). <o:p></o:p></span></div>
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<span style="font-family: 'Times New Roman', serif;">Adapt means we listen to
who we work with--for the social enterprise they might be customers, for the
NGO, they are maybe beneficiaries, for governments, they are
constituents--let's just call the participants. This isn't just listening
to record results--this is another tool in the continuous improvement design
toolkit. No matter what we build, we can always make it better. We only know
what to change when we hear from participants on what isn't working. <o:p></o:p></span></div>
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<span style="font-family: 'Times New Roman', serif;">The approaches companies
often take to do this can be expensive. But in the developing world, many of
the innovators in this space are not funded like an Amazon or a Barclays. With
that said, here are some relatively cheap ways to gather qualitative
information that can help operations on a shoe string listen more. (I pulled a
lot of this from <a href="http://blog.triode.ca/2015/04/29/what-to-do-after-a-voice-of-customer/"><span style="color: blue;">this simple but effective summary</span></a>).<o:p></o:p></span></div>
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<ol start="1" type="1">
<li class="MsoNormal"><b><span style="font-family: 'Times New Roman', serif;">Listen and document.</span></b><span style="font-family: 'Times New Roman', serif;"> Do
you, or your employees, regularly engage with participants? Think about
what the most important part of those interactions are--the interactions
that will define success or failure for you--and ask participants about
it. Ideally you want to write or record the participant (or employee), so
you can tell the rest of your organization <i>in your participant's
own words</i> what they are telling you. You want to really identify
this on an emotional level, looking for what makes them happiest, most
frustrated, and most fearful. If you are doing this in a developing world
context, it is also important to apply tested techniques to get your
participant, who often is coming from a very different perspective than
you are. <a href="http://www.pmsdroadmap.org/step-4-empowering-marginalised-actors.html"><span style="color: blue;">Check here</span></a> for more on how to empower
marginalized actors. <o:p></o:p></span></li>
<li class="MsoNormal"><b><span style="font-family: 'Times New Roman', serif;">Distill the comments.</span></b><span style="font-family: 'Times New Roman', serif;"> After
you are done collecting the comments, get out a big sheet of paper. Try to
write quick summaries of the comments, and document them all on the sheet
of paper. You are looking for the heart of the issue. This is good to keep
in mind when you are talking to participants from the beginning, as it may
help to ask follow up questions a few times around to really dig into why
they think something is important. <o:p></o:p></span></li>
<li class="MsoNormal"><b><span style="font-family: 'Times New Roman', serif;">Collate.</span></b><span style="font-family: 'Times New Roman', serif;"> Look
for patterns in what is being said. If one person mentions something, it
might be an interesting point, but if 20 people bring it up, it becomes a
theme. Both are important, though individual comments should be mined more
for innovative ideas, and themes should be considered for areas that
really need improvement.<o:p></o:p></span></li>
<li class="MsoNormal"><b><span style="font-family: 'Times New Roman', serif;">Ideate.</span></b><span style="font-family: 'Times New Roman', serif;"> Wow,
this word is popular these days. Identify "low hanging fruit"
and "must wins". Participants usually do a good job suggesting
what their concerns are, but they don't often know what needs to change.
From these collated ideas though, there should be some areas where impact
could be created, if we put on our design and innovation hats. Focus on
the low hanging fruit when necessary, but prioritize the must wins. You
have limited resources, so select where the most impact will make a
difference. <o:p></o:p></span></li>
<li class="MsoNormal"><b><span style="font-family: 'Times New Roman', serif;">Develop the business case. </span></b><span style="font-family: 'Times New Roman', serif;"> No matter who you are or where you work, you live
in world with limited resources. When you look at these ideas you have
come up with, how can you justify the value for money or return on
investment required? In other words, what is the business case for the
approach? <o:p></o:p></span></li>
<ul type="circle">
<li class="MsoNormal"><span style="font-family: 'Times New Roman', serif;">How will you define your intervention? Is it a
product, a service, a shift in how you engage? What are the
feelings and emotions you want that intervention to generate for the
participant? <o:p></o:p></span></li>
<li class="MsoNormal"><span style="font-family: 'Times New Roman', serif;">How does the participant play into all of this? What
is addressed by this approach, and how does the approach improve the
interactions you have with the participant to increase the performance of
what you are trying to accomplish as an organization? <o:p></o:p></span></li>
<li class="MsoNormal"><span style="font-family: 'Times New Roman', serif;">As I often think of <a href="https://en.wikipedia.org/wiki/Triple_bottom_line"><span style="color: blue;">triple bottom lines</span></a>, what is the social
impact that is delivered through the proposed shift in operations? How does
it affect the participants, and how does it impact the people
participants engage with? <o:p></o:p></span></li>
<li class="MsoNormal"><span style="font-family: 'Times New Roman', serif;">Finally, how will this be structured to be
sustainable, and scalable to a level that will have impact? How much will
it cost? How will you pay for it? <o:p></o:p></span></li>
</ul>
<li class="MsoNormal"><b><span style="font-family: 'Times New Roman', serif;">Deploy. </span></b><span style="font-family: 'Times New Roman', serif;">Ok,
you now have a change you want to make, and you have consulted the
appropriate people to get it authorized. As you roll out the change, be
sure to establish listening posts with the participants you plan to
engage. There are many ways this can be done, but some might be
having employees who are made responsible for asking specific questions together
further feedback. Or perhaps you build that feedback into all engagement
you have with participants. But it is important that as you make shifts in
activities, you are asking participants about what they think of those
shifts, <o:p></o:p></span></li>
<li class="MsoNormal"><b><span style="font-family: 'Times New Roman', serif;">Iterate. </span></b><span style="font-family: 'Times New Roman', serif;">Another
great buzzword. Who can disagree with taking something that is being done,
and trying to fix it further? After you have rolled out a change, you can
start this process again. Ideally, this is not an activity that has a start and end, but rather a process of continous improvement. We need to listen to our participants on an ongoing basis, and use that discussion to identify ways we can do our jobs better. <o:p></o:p></span></li>
</ol>
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And there you go. This is a process that can involve great monitoring tools, like devices that parse data on complaint lines, and automate the first parts of this process, or it can be done by a shopowner at the harvest as she tries to better understand how to better provide services. In the ICT4D space, you can find plenty of great M&E tools that help record results, or crowdsourcing products that use feature phones for changes, but what is most important, is that we are doing this in a participatory manner, making use of that extremely valuable resource that is sitting right there--our participant. <o:p></o:p></div>
</div>
Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-86431948362160305412013-05-10T12:39:00.002-07:002013-05-10T12:40:12.639-07:00When CSR drops the acronym and becomes "just good business"<div dir="ltr" style="text-align: left;" trbidi="on">
During a week when people are talking about the recent accidents
in <a href="http://www.bbc.co.uk/news/world-asia-22431151">Bangladesh</a>, and
what that means for companies sourcing from the developing world, I have been
thinking about another subject that has great social impact potential, Corporate
Social Responsibility (CSR). CSR in the US came of age in the 90s when
companies like Nike and the Gap were called out for using supply chains that
had questionable sources, including sweatshops. Companies began to focus more
on improving the image of their social impact, and CSR was one way they have
tried to do that.<br>
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CSR comes from well-meaning companies, but is often of
limited impact on society. Sure, you can recruit star employees who care about
working for a company with “heart,” and customers might view you more favorably
if you can show a social concern. But unless you are a social enterprise that
incorporates social impact into your business model, your CSR program is probably
not making the most of your company’s potential impact.</div>
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</div><a href="http://glenburnett.blogspot.com/2013/05/when-csr-drops-acronym-and-becomes-just.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-14007835210600458592013-02-26T19:27:00.002-08:002013-02-26T19:33:17.363-08:00Lifecycles, metrics, and presentations, oh my!<div dir="ltr" style="text-align: left;" trbidi="on">
I was recently a guest lecturer for an MBA class, where I
presented on using customer experience in a social enterprise. You can watch the full video <a href="http://www.youtube.com/watch?v=-yaeGBPRJ4I&feature=youtu.be">here</a>, but you can consider this the highlight reel!<br>
</div><a href="http://glenburnett.blogspot.com/2013/02/lifecycles-metrics-and-presentations-oh.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com1tag:blogger.com,1999:blog-6979754761489849693.post-31248262709462215862013-02-15T10:37:00.000-08:002013-02-15T12:29:11.560-08:00Voice of Customer Feedback in Frontier Markets (Part 2)<div dir="ltr" style="text-align: left;" trbidi="on">
Yesterday I identified a few ways to engage your customers
to listen to their opinions, wants and needs. But in some frontier markets,
customers are not very accessible for face to face focus groups. At the same
time, companies have a tendency to focus on customer feedback from the capital
city where they are based, and do not sufficiently gather insights from more
rural populations. Although it is not always a preferable solution, technology
such as SMS and social media can provide other ways of engaging the remote
customer.<br>
</div><a href="http://glenburnett.blogspot.com/2013/02/voice-of-customer-feedback-in-frontier_15.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-10878558762658991532013-02-14T13:19:00.004-08:002013-02-14T13:21:00.505-08:00Voice of Customer Feedback in Frontier Markets (Part 1)<div dir="ltr" style="text-align: left;" trbidi="on">
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Customer Experience relies on an ongoing conversation with
your customer, and there are many ways that this can be done. Ideally, voice of
customer (VOC) feedback should provide both quantitative and qualitative
insights to improve the customer experience as engagement takes place. You use
this as part of customer experience design, and then also plug it into ongoing
VOC monitoring that can serve as a source of metrics. You can use qualitative
feedback to identify new solutions to ongoing customer issues, and can also go
back to that customer to ask further questions. In emerging and frontier
markets, this is just as important. Some methods need to be altered for these
markets, and there also exist specific approaches that work well in these
markets.<br>
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</div></div><a href="http://glenburnett.blogspot.com/2013/02/voice-of-customer-feedback-in-frontier.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com4tag:blogger.com,1999:blog-6979754761489849693.post-6439584276886853452013-02-06T19:21:00.001-08:002013-02-06T19:23:13.251-08:00Citizen engagement in government and customer experience may have more in common than you think<div dir="ltr" style="text-align: left;" trbidi="on">
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At today's <a href="http://technologysalon.org/">Technology
Salon</a> at <a href="http://www.irex.org/">IREX</a>, I heard many ways Customer
experience (CX) and citizen engagement practitioners could learn from one
another. The focus of the Salon was empowering developing world citizens to
define what a government should do, see it enacted, and rate the result. And by
the way, how can ICT's facilitate and accelerate it? Change the word “government”
to company, and it sounds like CX practitioners focused on customer loyalty.</div>
</div><a href="http://glenburnett.blogspot.com/2013/02/citizen-engagement-in-government-and.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com3tag:blogger.com,1999:blog-6979754761489849693.post-37326232647892363902013-01-25T08:12:00.000-08:002013-01-25T09:07:33.968-08:00Local solutions are only part of the answer<div dir="ltr" style="text-align: left;" trbidi="on">
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<span style="font-family: "Gill Sans MT","sans-serif"; font-size: 12.0pt; line-height: 115%;">Ken Banks has a great write up in the <a href="http://www.ssireview.org/blog/entry/the_truth_about_disruptive_development">Stanford Social Innovation Review</a> on the most recent <a href="http://www.vodafone.com/content/index/about/foundation/mobiles_for_good.html">Mobile for Good</a> Conference. In it
he talks about the tendency of Western development to throw technological
solutions at problems in the developing world without knowing the environment. This isn’t only a problem of development organizations.
Most Fortune 500 businesses have had very
expensive failures where a technology solution was applied to solve a problem
without first considering the real problems stakeholders face. </span><br>
</div></div><a href="http://glenburnett.blogspot.com/2013/01/local-solutions-are-only-part-of-answer.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-73921793772888921882013-01-16T19:52:00.000-08:002013-01-16T19:56:10.142-08:00Customer journey mapping for the BoP, or Amadou Hates his Pump<div dir="ltr" style="text-align: left;" trbidi="on">
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In my last post, I explained how to develop the customer experience
lifecycle, the touch points inside of each lifecycle, and the need for clearly
assigned responsibilities. In this post, I will explain how to explore each
touchpoint from a customer’s perspective. We do this through journey mapping. Ideally,
you should have a workshop made up of a mix of customers and employees. You
also want the functional areas that will be responsible for a given touchpoint
to be represented so you can insure you have buy-in during the design process.<br>
</div></div><a href="http://glenburnett.blogspot.com/2013/01/in-my-last-post-i-explained-how-to.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com2tag:blogger.com,1999:blog-6979754761489849693.post-22960322969017455992013-01-15T11:19:00.003-08:002013-01-15T11:19:36.074-08:00Customer lifecycle mapping helps deliver on promises made<div dir="ltr" style="text-align: left;" trbidi="on">
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Think about a company you like to do business with. Have you
ever thought of what your lifecycle as a customer is with that company? First,
you probably identified a need for something, and you investigated your options
for addressing that need. Once you found a company you think could fulfill that
need, you started a conversation with them, found their features and benefits
they offered satisfied your need, and you bought from them.</div>
</div><a href="http://glenburnett.blogspot.com/2013/01/customer-lifecycle-mapping-helps.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com4tag:blogger.com,1999:blog-6979754761489849693.post-12462055603826135072013-01-14T06:50:00.000-08:002013-02-14T18:09:12.532-08:00NextBillion and the agenda for this week<div dir="ltr" style="text-align: left;" trbidi="on">
I have a guest post this week on <a href="http://www.nextbillion.net/blogpost.aspx?blogid=3100">NextBillion</a>. It’s a website
that focuses on enterprises targeting the base of the economic pyramid (BoP), a
concept that first became discussed in academic and business circles through C.K.
Prahalad’s book <a href="http://en.wikipedia.org/wiki/The_Fortune_at_the_Bottom_of_the_Pyramid">The
Fortune at the Bottom of the Pyramid</a>.<br>
<br>
</div><a href="http://glenburnett.blogspot.com/2013/01/nextbillion-and-agenda-for-this-week.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-54409434624852044522013-01-14T06:46:00.001-08:002013-01-14T06:50:37.184-08:00Reprint of Glen's NextBillion.net post from 1/14/2013<div dir="ltr" style="text-align: left;" trbidi="on">
<div style="text-align: left;">
<span style="font-family: inherit;"><i>The post below is a reprint of the recent article I wrote for NextBillion.net. To see the orginial post, please <a href="http://www.nextbillion.net/blogpost.aspx?blogid=3100">click here</a>.</i></span></div>
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<span style="font-family: inherit;">Base of the pyramid (BoP) organizations may arguably have
some of the best intentions the private sector has to offer. But even they
don’t always get it right. As the Grameen Foundation’s Leo Tobias pointed out
on NextBillion recently, Grameen has long used mobile phones as a point of
access for the BoP. But the organization has learned that 22 percent of their
customers may not even own their own handsets, so they’re either shut out of
Grameen’s mobile money solution or vulnerable to security risks if they use
someone else’s handset to transfer funds.</span></div>
</div><a href="http://glenburnett.blogspot.com/2013/01/reprint-of-glens-nextbillionnet-post.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-26746244507627416322012-12-21T11:21:00.003-08:002012-12-21T11:31:21.482-08:00Can Big Data be trusted to represent frontier market populations?<div dir="ltr" style="text-align: left;" trbidi="on">
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<span style="font-family: inherit;">This week, at the <a href="http://live.worldbank.org/what-happens-when-big-data-meets-official-statistics-live-webcast">WorldBank’s Big Stats meeting</a> ,
they discussed the need for governments to look closely at how big data can be
applied to official statistics. Big data allows for quick results that provide
really interesting answers that come out of questions asked of unstructured
questions. On the other hand, official statistics take sometimes years to compile,
are often out of date, but are usually trustworthy.</span></div>
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<span style="font-family: inherit;">But what happens when
you look at frontier markets? Does big data still have the same appeal, since
so much of it is dependent on tracking through social networks accessible by
only some of the population?</span><br>
</div></div><a href="http://glenburnett.blogspot.com/2012/12/can-big-data-be-trusted-as.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-75014486623604380542012-12-20T14:53:00.001-08:002012-12-20T14:55:51.463-08:00Why do we trust Facebook with our data more than the government?<div dir="ltr" style="text-align: left;" trbidi="on">
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<span style="font-family: inherit;">Do you trust Facebook
more than the government? Facebook openly knows a lot about you, and much of it
is information people would never report to the government. Don't believe me?
Sign up for <a href="http://www.microstrategy.com/social-intelligence/enterprise/wisdom/">Wisdom</a> on <a href="https://apps.facebook.com/wisdomapp/">Facebook</a>, and then do a data search using the Wisdom
network: what you will see is an annonymized version of the info Facebook knows
about you and</span><br>
</div></div><a href="http://glenburnett.blogspot.com/2012/12/why-do-we-trust-facebook-with-our-data.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-81031833160841233222012-12-10T19:31:00.001-08:002012-12-20T14:53:54.525-08:00Making sense of CX, UX, and HCD<div dir="ltr" style="text-align: left;" trbidi="on">
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<span style="font-family: inherit;">Every industry has its
acronyms, and stakeholder experience is no different. I focus on CX (Customer,
or Stakeholder Experience), but how does this relate to UX (User Experience), and
the one probably best known in frontier markets, HCD (Human Centered Design)?</span><br>
</div></div><a href="http://glenburnett.blogspot.com/2012/12/every-industry-has-itsacronyms-and.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com1tag:blogger.com,1999:blog-6979754761489849693.post-82739806881636909342012-12-04T13:14:00.000-08:002012-12-04T13:17:58.145-08:00Remote monitoring adds potential to track results for a great experience<div dir="ltr" style="text-align: left;" trbidi="on">
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<span style="font-family: inherit;">There is a great post on <a href="http://www.nextbillion.net/blogpost.aspx?blogid=3039">NextBillion.net</a> that summarizes recent advancements M-health teams in frontier markets are making in what they call "remote monitoring". But tech firms have already learned that tracking key performance indicators and not considering customer focused quality indicators only gets half of the story needed to make lasting improvements. More after the jump.</span></div>
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</div><a href="http://glenburnett.blogspot.com/2012/12/there-is-great-post-on-nextbillion.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-85194730373515329442012-11-28T13:16:00.000-08:002013-01-14T06:54:33.475-08:00Stakeholder Experience on a Shoestring<div dir="ltr" style="text-align: left;" trbidi="on">
Ok, you are a frontier market company or a development organization trying to build stakeholder experience into your organization's DNA, but you don't have funds to allocate to it. Does this mean: no cash, no program? Of course
not. <a href="http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups">Bob Hayz wrote a post</a> on how startups can be customer experience focused on no budget, and we can talk about how his approach can be applied anywhere.<br>
</div><a href="http://glenburnett.blogspot.com/2012/11/stakeholder-experience-on-shoestring.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-26404374211048973812012-11-26T09:43:00.000-08:002012-12-21T11:21:04.291-08:00Stakeholder Obsessed <div dir="ltr" style="text-align: left;" trbidi="on">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjif1_CTB2VfXSM33aGrg3KTF118dblDwpWbXv53bjIOPSQuri34zM9P0-ueJNu4VQOuNn9RUKgaZAuXrwrnE00Tt2jFPr_iLqNSBui0B2hj61SbpOeqDt-vbUVhQ5ObE9peQakHUOEZwHx/s1600/Forrester+on+customer+obsessed+companies.png" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" height="85" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjif1_CTB2VfXSM33aGrg3KTF118dblDwpWbXv53bjIOPSQuri34zM9P0-ueJNu4VQOuNn9RUKgaZAuXrwrnE00Tt2jFPr_iLqNSBui0B2hj61SbpOeqDt-vbUVhQ5ObE9peQakHUOEZwHx/s400/Forrester+on+customer+obsessed+companies.png" width="400"></a><br>
What do you think of the word obsession? Right. But in certain contexts, it's actually a great thing. Forrester recently<a href="https://twitter.com/forrester"> tweeted</a> that two thirds of recently interviewed CEOs want to make their companies "customer obsessed." <br>
</div><a href="http://glenburnett.blogspot.com/2012/11/stakeholder-obsessed.html#more">Read more »</a>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-29451287209466592682012-11-15T13:46:00.000-08:002012-11-15T13:50:50.789-08:00What is Customer Experience<div dir="ltr" style="text-align: left;" trbidi="on">
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<span style="font-family: inherit;"><span color:black="color:black" new="" roman="roman" serif="serif" times="">What is Customer Experience? For starters, it is a discipline that
has been around long enough to have its own experts, happy to give you a
definition. In the end, it is a discipline focused on looking at the way
a customer engages with you from their perspective, and then improving upon
that relationship for increased loyalty. The way that companies manage this is
by defining what they want the customer experience to be for each customer, and
then working to try to make that a reality. A grocery store that is focus</span>ed on customer experience is concerned not only with
selling you that pear, but also on what brought you into the store, how you
will consume their produce at the end of the day, and what needs to be done to
make sure you will be back. <o:p></o:p></span></div>
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<span style="font-family: inherit;">The
Customer experience discipline came out of industries such as banking and
telecom, but as it becomes more accepted, it is now being applied in more
diverse areas, such as government, B2B focused firms, and
not-for-profits. <o:p></o:p></span></div>
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<span style="font-family: inherit;"><br /></span></div>
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<span style="font-family: inherit;"><span color:black="color:black" new="" roman="roman" serif="serif" times="">I find the possibilities for applying customer experience in other
areas to be a high impact proposition. For me, I often think back to my time
working in emerging and frontier markets. Customer experience design is only
beginning to reach some of these areas, and I think the potential for this
approach in those regions can fundamentally redefine larger concepts, such as
globalization, international development, and innovation for the poor.</span><o:p></o:p></span></div>
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<span style="font-family: inherit;"><br /></span></div>
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<span style="font-family: inherit;">Oh! If
you are interested in some of those experts, and their definitions, here are a
few to consider:<o:p></o:p><u1:p></u1:p></span></div>
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<span style="font-family: inherit;"><br /></span></div>
<div style="margin: 0in 0in 0.0001pt; text-align: left;">
<span style="font-family: inherit;">Colin
Shaw<span class="apple-converted-space"> </span><a href="http://www.beyondphilosophy.com/customer-experience/what-is-customer-experience">http://www.beyondphilosophy.com/customer-experience/what-is-customer-experience</a><o:p></o:p><u1:p></u1:p></span></div>
<div style="margin: 0in 0in 0.0001pt; text-align: left;">
<span style="font-family: inherit;">Bruce
Temkin<span class="apple-converted-space"> </span><a href="http://experiencematters.wordpress.com/2009/02/20/free-book-the-6-new-management-imperatives/">http://experiencematters.wordpress.com/2009/02/20/free-book-the-6-new-management-imperatives/</a><o:p></o:p><u1:p></u1:p></span></div>
<div style="margin: 0in 0in 0.0001pt; text-align: left;">
<span style="font-family: inherit;">The
Forrester Team<span class="apple-converted-space"> </span><a href="http://blogs.forrester.com/harley_manning/10-11-23-customer_experience_defined">http://blogs.forrester.com/harley_manning/10-11-23-customer_experience_defined</a><o:p></o:p><u1:p></u1:p></span></div>
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<span style="font-family: inherit;"><br /></span></div>
<div style="margin: 0in 0in 0.0001pt; text-align: left;">
<span style="font-family: inherit;">Finally,
a note about abbreviation: the industry abbreviation in English is CX, but I
will usually write it as CE, since that translates better in languages outside
of English.</span><o:p></o:p><u1:p></u1:p></div>
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Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0tag:blogger.com,1999:blog-6979754761489849693.post-31522470040741056192012-08-01T13:14:00.000-07:002012-08-01T13:17:27.232-07:00Food Deserts and Pop up Stores<div dir="ltr" style="text-align: left;" trbidi="on">
When I was in college, I worked with a group of about 20 4-7 year-olds in my hometown. Most of these guys came from housing projects I had grown up fearing, but once there, I realized how much potential was in the world, and not being properly cultivated. This job fundamentally changed my worldview on how people live, and I still remember that for all the discussions of world poverty, there are people living in any city in the US that probably don't have heat, maybe don't have windows during the winter, and may have kids that don't understand how they fit in.<br />
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Some of my favorite kids were part of one family. Evelyn, who was 5 when I started working with her, had baby teeth that had rotted down to nubs. The next year, when I came back to find that Evelyn's new teeth had come in, I realized that she had a second chance. But she had some rough barriers she had to overcome, one of which was diet. At that time, she got lunches from the city meals program. Often they got pizza hot pockets. But this was her "good" meal. I remember her brothers and sisters coming in at 7:30 AM with their breakfast--prepackaged cotton candy.<br />
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When we talk about food deserts, we often think of the heavyset people sitting in front of us in line at a fast food joint. But they affect many more people. I love the idea that they mention in <a href="http://ti.me/MRTQOY">this article</a>, because if you can make fruit and vegetables something that is considered cool and a status symbol, and can bring it to the people who need it, you can perhaps make the Evelyns of the world have a better chance at tomorrow, and a better chance at positively impacting the world. It's like trying to six sigma society. </div>Glenhttp://www.blogger.com/profile/05058272780876807073noreply@blogger.com0