Friday, January 25, 2013

Local solutions are only part of the answer

Ken Banks has a great write up in the Stanford Social Innovation Review on the most recent Mobile for Good 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. 

Wednesday, January 16, 2013

Customer journey mapping for the BoP, or Amadou Hates his Pump

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.

Tuesday, January 15, 2013

Customer lifecycle mapping helps deliver on promises made

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.

Monday, January 14, 2013

NextBillion and the agenda for this week

I have a guest post this week on NextBillion. 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 The Fortune at the Bottom of the Pyramid.

Reprint of Glen's post from 1/14/2013

The post below is a reprint of the recent article I wrote for To see the orginial post, please click here.

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.