I function as a business catalyst, able to identify opportunity and instigate change.
I have the clarity to see businesses and industries as they really are, the insight to understand what they could be and the ability to develop possibilities, solutions and processes to deliver radical improvements through radical change.
I take the complex customer interactions, simplifying them into their core elements to determine what's really happening. I do this by deconstructing these interactions, asking:
- What value are your prospective customers looking for?
- What value are you actually delivering them?
- What are your underlying goals and motives?
- How do your goals and motives relate to those of your customers?
Taking the core elements of your customer-facing interactions, I identify which are points of leverage, asking:
- Where can more or different forms of value be delivered to prospective customers?
- How can the user experience of your product or service be enhanced?
- Where is uncertainty damaging the interaction and how can it be mitigated?
- What aspects of the interaction can be made more efficient or more powerful?
With this strategic insight we enter an ideation phase, creating new opportunities - concepts, alternatives and possibilities - by:
- reassembling the core elements of your business,
- connecting core elements to disparate ideas from across the public domain, and
- applying successful models from other industries to your business domain.
These concepts, alternatives and possibilities can now be connected, assessed and refined to provide a number of viable solutions & strategies, pre-optimised using expertise in:
- business models,
- methodologies,
- personal experience, and
- learning resources from the public domain.
With a viable solution, high-level processes are designed to ensure reliable & repeatable delivery of the designed customer experience. This takes the form of:
- process development with and for staff, and
- development of customer-facing processes and materials.
The end result for your business is:
- a clear understanding of the current reality in your business - where you currently add value and what problems exist,
- new opportunities for can increasing the value you offer customers and sharing in that value,
- new strategies - a?range of alternate & viable solutions for your business, and
- high-level processes for the reliable & repeatable delivery of value to your customers.
