The document discusses lean thinking concepts like identifying value, mapping the value stream, creating flow, establishing pull, and seeking perfection. It provides information on mapping the current and future state value streams and using metrics. Key aspects of driving market share like identifying customer segments, value gaps, and performance gaps are covered. The 5 Cs model of customer quality improvements is introduced. Finally, mapping the customer experience across the pre-purchase, purchase, and post-purchase phases is discussed.
7. Map Value Stream
Identify Value Acquisition Retention Monitor
5 Cs of Driving Market Share
Identify Value Acquisition Retention Monitor
Identify Value Acquisition Retention Monitor
Identify Value Acquisition Retention Monitor
Identify Value Acquisition Retention Monitor
Identify Value Acquisition Retention Monitor
17. Channels
Customer Decision Making Process:
1. Awareness - How do we raise awareness about our products and services?
2. Evaluation - How do we help customers evaluate our Value Proposition?
3. Purchase - How do we allow customers to purchase products/services?
4. Delivery - How do we deliver a Value Proposition to customers?
5. After sales - How do we provide post-purchase customer support?
22. In Lean Thinking: Banish Waste and Create Wealth in
Your Corporation, Revised and Updated by Womack and
Jones, the authors introduced the five core concepts.
23. The Experience Economy by B. Joseph Pine and James H. Gilmore
introduced work as a Theater & Every Business a Stage
27. There is a deck of cards for each
progression of economic value and value Intelligence
The Experience Economy by B. Joseph Pine and James H. Gilmore
29. Services – Information
Environment
Web Portal is created for customer
with needed files uploaded and
internal contacts that may be
needed.
Audience
Customer engages with outside
sales on particular project need.
Back Stage
Purchasing updates pricing and
availability of external support
required. IT assures web portal is
functioning.
Actors
Sales discusses opportunity seeking
understanding of present situation,
next steps of process. Recommends
available resources customer can
draw from.
On 1 side is an actual example
33. Pick where you are at in the market place
for a particular Product(Service)/Market!
For example you may be selling services!
34. Services – Information
Environment
Visible to Customers
Audience
Customer Actions
Back Stage
Support not seen by
Customers
Actors
Your Company's
Engagement Team
Separate your cards and place on Board!
35. Pre-Purchase Purchase Post Purchase
Line of Interaction
Line of Visibility
Line of Internal Interaction
Decide which happens before purchase and after purchase and
by who!
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
36. Pre-Purchase Purchase Post Purchase
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
Line of Interaction
Line of Internal Interaction
The result looks something like this!
37. Put in order and post reaction to each customer experience.
Not every experience requires a reaction.
Pre-Purchase Purchase Post Purchase
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
38. You can name the columns if you would like
Engage Connect Customize Collaborate Advocate
43. For all of the Lean waste zealots out there
Engage Connect Customize Collaborate Advocate
44. Flip the cards over and start
Pre-Purchase Purchase Post Purchase
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes