Shifting value into high gear

How do you define “value”? What does it take for a business to shift “Value” into high gear and create experiences leaving your customer saying "Wow"? Why does the software industry struggle to even meet expectations?  If you’re struggling to create valuable experiences for your customer then this session is for you.

Every team I work with talks about delivering valuable features, and yet many of their customers are dissatisfied. When I question how they define value I might get text book answers about ROI, sales, efficiencies or other quantifiable measures. Although these are important measures, I don’t believe “value” can be defined by anything you can quantify. If that’s true then how do we get from "Valuable" to "Wow" without going broke?

We will start by examining two similar customer experiences. Both experiences are valuable, one met expectations but the other left the customer going “Wow!”. Regardless of what business your in, with some awareness it’s possible to start creating more “Wow!” moments for your customers. 

 
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Outline/structure of the Session

This session uses experiential stories, exercises, a handout, and discussion to reinforce learning

Timing: I have indicated 60 mins ... that is the maximium time.  I could do this in 30 or 45 mins as well if that works in your schedule better. The more time I have ... the more exercises & table discussion we will have. 30 mins would have very little table discussion & only one exercise. 60 mins would have numerous table discussions, and two exercises.  I'm good with either timeslot.

Outline:

1) To set the stage I have two stories of customer experiences to share. One of them certainly meets expectations, while the other goes way beyond into the category of "WOW!". These set the stage for the rest of the session by serving as great examples of "Value" we can build on.

2) We'll explore the buzz-word "Value".  We all use the word but what does it mean? I often say "valuable features" and "customer value" as if everyone understands it. We'll start by breaking down the word "value" to understand the the different types of value: Frugal, Monetized and Wow! We'll examine which of the types provides the best return for the investment to deliver. When we understand the different types of "value" it becomes possible to start shifting towards the types of experiences returning the best outcomes.

3) Many companies have a misalignment between their customers, employees and corporation. When this happens it becomes increasingly difficult to deliver exceptional value, and in extreme cases could limit the future of the company. We will look at several examples ranging from highly success companies, to ones we only find in the history book. 

4) It is possible to return to work the next day and start to improve the alignment between these important groups. The last step of this session is to have everyone develop an action plan they can start moving forward with the next day.

Learning Outcome

The ideal situation for a company is to have their customers saying "Wow!" and promoting their product & services. If participants are going to achieve this lofty goal it's important to understand what triggers this level of reaction.

An understanding of the importance of aligning your customer, company and employees to allow valuable things to emerge. How it's possible to return to work the next day and start working on this alignment.

An action plan you can take back to work tomorrow and start to work on with your team tomorrow.

Target Audience

All

schedule Submitted 2 years ago

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