Gutenberg gave the world the modern printing press and with it the resulting explosion of texts that could be distributed to everyone. The last decade has witnessed the same phenomena with the convergence of technologies. For instance the smart phone now enables communication and knowledge exchange by anyone anywhere. The impact is only just being felt, however it is transforming the planet. The Gutenberg Impact.

2. • the impact of the printing press
– knowledge, libraries, information, a right to think about things and
influence local and world decisions
• the internet means information at our finger tips
– no travel – no need to go to the shops – we get thing the next day
delivered, influence and control of our lives
• The crime is many businesses are asleep at the wheel.
They haven’t brought themselves into the 21c.
Some are going under as a consequence: Kodak, Nokia, Samsung,
Blockbuster, Sony, Financial institutions
• Others are thriving
– what is the difference? Apple, Samsung, Emirates, Virgin, Zara,
Westjet, Starbucks
• how are they doing that? six impacts/questions & answers
The Crux of the Issue - outline

3. 1440

4. big ideainformation shared with the people

5. how could we
do that?the printing press

6. what would it
look like?the illustrated bible

8. did you know?• within 40 years of its invention 500,000,000
books were printed, published and read
covering 35,000 topics
• traditional knowledge challenged
• reformation began
• renaissance
exploded onto the
world
• a revolution in
thinking was shared

9. big ideainformation shared with the people
how could we do that?the smart phone – the smart device
what would it look
like?

10. June 2007
81 monthsWhen was that?

12. 2012.1
6/22/12
Process Performance Landscape

13. 2012.1

14. did you know?650 mobile phone users
africa – majority smart
by 2017 (CNN)

15. did you know?
south africans spend more on mobile
telephony than the global average (gsma)

16. 6impacts

17. the enlightened customer

18. Source:
Fanzine
choice

19. choice

20. choice

21. Promiscuity
customer

22. Promiscuity
customer

23. rebellion

24. rebellion

25. expectations

26. Multi-channels

27. prosumer

28. Copernicus
-­‐
19
February
1473
–
24
May
1543
Copernican shift
This is a

30. 6questions

31. 6answers

36. 1question
DO YOU SEGMENT
CUSTOMERS BY
CIRCUMSTANCE AND
MARKET INSIDE-OUT?

37. 1answer
DO YOU categorize
customers in terms of
their needs

38. 2question
DO YOU capture what
customers say they
want?

39. 2answer
DO YOU figure out what
the customer needs
(even when they do not know it
themselves)

40. 3question
DO YOU manage process
through the things
people do?

41. 3answer
DO YOU harness and
control processes
through what causes
them moments of truth
- how many mots do you have?
- are these mots under control?

42. 4question
DO YOU measure process
based on outputs and
activity time?

43. 4answer
DO YOU measure process
based on successful
customer outcomes

44. 5question
DO YOUr processes start
with an internal trigger
(phone call, letter,
request for something)

45. 5answer
DO YOUr processes start
with customer need
defined and finish when
that need is satisfied

46. 6question
DO YOU assess
organisation capability
based on skills and
competence?

47. 6answer
DO YOU measure success
based on successful
customer outcomes

48. "We can't solve
problems by
using the same
kind of
thinking we
used when we
created them."

49. Delivering outstanding
customer service isn’t its
own department.
At great companies it is
everyones job. Outside-­‐In
The
Secret

50. 6impacts
questions
answers

52. • the impact of the printing press
– knowledge, libraries, information, a right to think about things and
influence local and world decisions
• the internet means information at our finger tips
– no travel – no need to go to the shops – we get thing the next day
delivered, influence and control of our lives
• The crime is many businesses are asleep at the wheel.
They haven’t brought themselves into the 21c.
Some are going under as a consequence: Kodak, Nokia, Samsung,
Blockbuster, Sony, Financial institutions
• Others are thriving
– what is the difference? Apple, Samsung, Emirates, Virgin, Zara,
Westjet, Starbucks
• how are they doing that? six impacts/questions & answers
The Crux of the Issue - summary

55. “Build
a
great
experience,
customers
tell
each
other
about
that.
Word
of
mouth
is
very
powerful.”
Jeff
Bezos,
CEO
Amazon.com
“A
business
absolutely
devoted
to
service
will
have
only
one
worry
about
profits.
They
will
be
embarrassingly
large.”
Henry
Ford
“Delivering
outstanding
customer
service
isn’t
its
own
department.
At
great
companies
it
is
everyone's
job.”
Steve
Towers,
Outside-­‐In
The
Secret.
AZribu[ons:
Jon
Evans
(@rezendi)
The
Clinton
Project
iStockphoto
BigStock
Vistaprint
No.
10
Downing
St.
Wikipedia
More
informa[on:
Connect:
twiZer.com/stowers
www.bpgroup.org