brett norgaard | LINE OF SIGHT GROUP

28 Dec

Competing on Customer Experience in Retail

Customer Experience is the area many retailers have chosen to compete on over the past few years. When it comes to shopping, it is breaking increasingly into “chore” vs. “cherish” activities. On the “chore” side, firms like Amazon offer commodity pricing, streamlined delivery, and voice recognition to make online ordering an easy experience for obtaining essentials. That leaves “cherish,” the type of shopping based on the discovery of interesting products and socializing them with others. This type of shopping is characterized by a great physical presence, unique items, and creating meaningful experiences. You’ll find artisan crafted products, hand-picked selections, custom built offers, or even built-by-the customer creations. How might a retailer best compete in the Customer Experience realm?

One of the first areas to consider is to understand the external environment. What are the trends and who are the competitors? Are there competitors offering something similar? How are they unique? What kinds of experiences do they offer? Are they competing on digital or physical experience or both or is it something else?

Next, savvy retailers track and map internal environment elements like customer journeys and voice of the customer as well as metrics like Net Promoter Score and Customer Satisfaction. Asking for feedback after every interaction or transaction is wearing customers down so building insight via analytics into the flow (that is not invasive) will be a key.

With external and internal environment insight in hand, retailers have a number of levers available to pull. Retailers can swiftly test and prototype various experience design elements using service blueprinting, bio-mimicry and design thinking. Some are using Virtual Reality to conduct their prototyping digitally as a first step. Capturing insight via primary and secondary research about the external and internal environment goes a long way towards creating a strategy to compete on customer experience as a differentiator in retail. Knowing the type of shopping that your current and future customers engage in can align your strategy and go-to-market initiatives on a path toward delivering meaningful and differentiated customer experiences in the digital and physical worlds.

06 Oct

Strategic and Competitive Intelligence Tips and Techniques

Last week, Line of Sight Group partnered with the Strategic & Competitive Intelligence Professionals (SCIP) Association to deliver a panel discussion to explore how various organizational roles define and use intelligence to formulate strategy and execute go-to-market initiatives. The panel consisted of practitioners from several industries and across several roles. There were panelists and attendees not only from SCIP but from other associations representing the roles we sought including Product Development and Management Association (PDMA), Customer Experience Professional Association (CXPA) and the Special Libraries Association (SLA).

The fast-paced discussion first explored what types of intelligence were needed. With so much data available from so many sources, there is a heightened importance for analyzing, synthesizing and making sense of it. Several ideas emerged from making it simple, visual, or put into the context of the consumer of the intelligence. One of the firms had operationalized this into Red, Yellow, and Green dashboards. Some added that storytellers could be employed to convey the messages and clues found in the intelligence. There was attention given to the ways that technology was impacting the field – several firms are using or are built on analytics. Others are starting to look at Artificial Intelligence (AI) and Virtual Reality (VR).

There were some interesting examples, as well. One firm conducted Scenario Planning and accurately predicted the acquisition of Whole Foods by Amazon. Another example was that Red Roof Inns capitalized on the fact that 2% of all airline flights are cancelled and figured out a way to cater to temporarily stranded travelers yielding a very favorable business outcome.

Another aspect that emerged was the importance of building trust and collaborating amongst the various roles in research, product management, marketing, sales, customer experience and strategy formulation. With the advent of technology like cloud, mobile, big data and the aforementioned analytics, AI and VR, the notion of sustainable competitive advantage is challenged. This points towards an ongoing monitoring of the external environment to either avoid disruption or to get ahead of the curve and do some disruption.

The panel ended by sharing a list of helpful books:

The Amazon Way: 14 Leadership Principles Behind the World’s Most Disruptive Company by John Rossman
Do I Make Myself Clear? by Harold Evans
Principles: Life and Work by Ray Dalio
Originals: How Non-conformists Change the World by Adam Grant
Starting a Competitive Intelligence Function by SCIP
The Strategist by Cynthia A. Montgomery
Good Leaders Ask Great Questions by John C. Maxwell
Assorted Competitive Intelligence Books by Michael Porter and Liam Fahey

31 Aug

When Listening to the Market, One Plus One Can Equal Three

I was talking with someone recently who wanted to accomplish three specific tasks – gather market intelligence, create competitive profiles and send out newsletters. As we talked further, we discovered that the three tasks were closely related. The conversation then shifted to what intelligence was needed and how would it be used?

In this situation, it probably makes sense to take one step back and conduct a Competitive Landscape Analysis using helpful frameworks like PESTEL and Five Forces. These types of analyses can narrow the focus and yield a specific set of competitors and trends to study and monitor.

Next, a knowledge portal, like Line of Sight Group’s Market-i Competitive Intelligence System, enables a way to organize, relate and contextualize all types of structured and unstructured intelligence. Using this system and the information garnered from the Competitive Landscape Analysis, a team could start gathering competitive intelligence, saving it, and then creating weekly newsletters, demonstrating swift value.

After several weeks or months, competitive profiles could also be created. As soon as these profiles were activated, all of the previously posted articles and artifacts could automatically link and append to the profiles. Similarly, any new intelligence added to Market-i would have immediate relevance and would add to the collective knowledge. The newsletter function could also include tips and techniques for using the intelligence as well as information regarding what to look for and how to capture it.

Knowing what you are looking for, why you need it, and how you will use it will allow you to architect a solution that will provide short and long term benefits. It also becomes more valuable with each new piece of intelligence, report or artifact added. Finally, an approach that includes both a push and a pull aspect helps ensure that there will be high levels of engagement. The total value can indeed be greater than that of the parts.

25 Jul

All Roads Lead to Services When Competing in Technology

Disruption has always been the norm in the technology industry. As all industries embrace waves upon waves of new technology…initially in the Cloud and with Mobility, then Analytics and Big Data, and now Artificial Intelligence, and Virtual Reality to name a few. Along with all of these advances also comes disruption.

Looking at the current state of the technology industry may reveal what is likely to happen in other increasingly technology-driven industries going forward. The Technology Services Industry Association (TSIA) has been tracking the largest 50 technology firms (IBM, Oracle, Microsoft, Cisco, Amazon, Google, etc) for the last 10 years. In the 2013/2014 timeframe, the aggregate services revenue line of the 50 technology firms crossed and surpassed product revenue and has not looked back ever since. Services now comprise nearly 60 percent of the total revenue mix of this group. But, the air coming out of the product side of the balloon is more than the service side has put back in, so overall revenue is flat or declining for most technology firms.

Where is it all going?

As products have given way to services, services have led to a focus on experiences, and experiences have led to the goal of achieving favorable business outcomes. It is likely that shifts like this will cause organizations to fundamentally examine the actual business that they are really in.

In many cases, this calls for a change in the very business models upon which they have been operating under. Accelerating this change is the arrival of well funded “Tech” firms – start-ups with deep pockets, seasoned management and highly scalable business models. There are lots of FinTech, InsureTech, HealthTech, LegalTech, etc. firms coming onto the scene. You might think of it more broadly as “YourIndustry”Tech with a well-funded group of start-ups going after the most vulnerable and profitable chunks of your industry.

What to do?

The move toward services requires a new set of disciplines, processes, and methodologies as well as new ways of thinking vs. product management. The field of service design is garnering a lot of attention lately within organizations of all sizes. Concepts like Jobs-to-be-Done, Service Blueprinting, Journey Mapping, Human Centered Design, Biomimicry, Virtual Reality, Ethnography, and more are shaping the next wave of new service design. Some of these concepts are well established while others are quite new. How they are combined is the exciting part.

One of the most important things to do is to take a hard look at your external environment (competitors and trends) and thoroughly research the opportunities and threats that you are facing. Once identified, these can inform your strategy formulation – the arenas, vehicles, differentiation, sequencing and economic logic of how you plan to operate. Once the strategy is in place, the specifics of go-to-market initiatives can determine how to move forward. And it is likely that new forms of services will play an increasingly important role on your roadmap as you go forward.

29 Jun

Pulling the Sales Intelligence Advantage Levers

One of the major trends in B2B selling over the past few years has been for sales teams to employ a strategy similar to management consultants – challenge, provoke and question clients and prospects about the status quo while building a case for a more compelling future. This approach has proven to be effective and requires a steady pipeline of relevant, specific and timely intelligence to back it up. Depending on the situation, there are a number of levers you can pull to arm the sales force with an intelligence advantage as they engage with executive level prospects.

The first lever is to conduct a Competitive Landscape Analysis – an exercise employing several management frameworks to review all forms of direct and indirect competition, relevant trends, opportunities and threats. This provides the sales team with a thorough understanding of their firm’s value proposition vs. the competition and relative to the market trends.

The next is to allow the Competitive Landscape Analysis to inform an ongoing Strategic Monitoring of announcements, updates and changes in the market. This ensures that the sales team is kept abreast of timely information and will not be caught off-guard when engaging with executive prospects.

Competitor Profiles can provide the sales team with a deep knowledge of the value proposition, positioning, differentiators, offers, customers, partners, personnel, and capabilities. Sales teams can use this insight to contrast themselves vs. their competitors when engaging with executive prospects. Battle Cards are a one page version of the Competitor Profile that focus on how to mitigate competitor strengths and exploit weaknesses.

Win/Loss Analysis gets to the heart of why deals are won and lost. Done correctly, they provide a wealth of objective feedback that the sales team can use to build upon strengths and learn from losses. The loss reviews provide some of the most useful feedback for improving the future win rate.

For sales teams heavily involved with services, Customer Experience Benchmarking can provide meaningful insight about the kind of service that their competitors are actually providing. This provides the sales team with the exact intelligence they need to outmaneuver competitors with customer experience issues.

Validating (or debunking) Competitor Claims in the market by interviewing a wide spectrum of people familiar with a competitor is an effective way to gauge the merit of market claims. Experience shows that many claims are false, putting the competitor on their heels and opening the door for a new approach to solving a problem.

The pulling of one or more intelligence levers will give the sales team a leg up by supporting their ability to approach executive prospects with knowledgeable, specific, consistent insight about their offer relative to the competition. This might turn out to be that slight edge when up against a competitor who might be ripe for the plucking.

23 May

Creating a Clear Line of Sight Through Inputs, Strategy and Execution

Last week Line of Sight Group delivered a presentation to the local chapter of the Product Development and Management Association (PDMA) entitled, “The Intersection of Strategy and Product Development/Management.” The event was held at Padilla in Minneapolis and attended by 50 product management and strategy practitioners. Line of Sight Group Founder and President, Steve Schulz, opened with the question, “what do these have in common?” The metaphorical slide had pictures of a dinosaur, a telephone booth and a Blockbuster Video storefront. All are now extinct, disrupted out of existence by stronger competitors that were better informed and equipped to survive. Why?

Doug Hedlund, Participating Faculty at the University of St. Thomas Opus School, offered the first part of the answer, a Strategy Formulation and Execution Discipline involving the capture of key factors (an organization’s vision, mission, core values and strategic goals), internal environment factors (strengths and weaknesses) and external environment forces (competition and trends) as inputs. Next, he walked through how the key factors inform the Strategy (Arenas, Vehicles, Differentiation, Staging and Economic Logic). Finally, he covered the execution levers (leadership, talent, organizational structure, systems/processes, and culture) and scorecard (metrics and dashboards) needed to successfully carry out the strategy.

Next, Schulz presented an interactive case study using the Strategy Formulation and Execution Discipline where the attendees helped to fill in the key inputs that shaped the strategy and execution. Schulz employed three useful frameworks to organize the external and internal data – PESTEL (Political, Economic, Societal, Technological, Environmental, & Legal) Analysis, Porter’s Five Forces Analysis and a Table Stakes Analysis in his presentation of the case.

Finally, Brett Norgaard, Line of Sight Group Principal, bookended the presentation with two stories highlighting the use of timely external environment intelligence leading to successful strategies and product launches under very different circumstances. (See Stealth and Telephone Switch blog entries.)

Starting with external environment research as the first step to creating a clear line of sight, from the inputs to the strategy formation and on through to the execution and measurement, ensures alignment of the strategic and go-to-market functions, including product development/management. Individuals that can identify and understand what is upstream and downstream from strategy formulation will be best positioned to help their organizations prevail and avoid extinction in increasingly disruptive times.

12 May

Identifying and Connecting the Dots at the Product Conf 2017

On Monday, Line of Sight Group attended the Product Conf 2017 put on by DevJam at the History Center in St. Paul. This year’s theme was “Product Chemistry.” There were several tracks of presentations focused on product management, business-based architecture, development operations, customer experience and user-selected topics. We jumped around to take in at least one in each area. Here are a few of the key takeaways:

Beware of lies disguised as statistics
Tell better stories
Look for problems – seen and unseen
Iterative design will take many unexpected turns
Focus on fewer, not more, ideas
Apply systematic innovation techniques to find the white space
Like fire, some products are discovered vs. invented
Construct the product roadmap by looking at problems in the context of customers before designing solutions
Anthropology can lead to sound insight about true behavior vs. asking alone

It was great to get away for a day, network, and think about how and why to connect the dots in the quest to create (or discover) new products.

25 Apr

To Increase CX (and Revenue), This Lender Gave Customers a Blank Check

Line of Sight Group constantly engages in activities to keep abreast of trends in innovation, customer experience, sales methods, service adoption and business model transformation. One trend we have noticed are the parallels in the disciplines of product management, service design and customer experience. Over the past few weeks, we have attended events and sessions in all of these disciplines and would like to share an observation demonstrating this convergence.

Representatives from the Baker Tilly firm shared an interesting Customer Experience (CX) case at the Product Development Management Association (PDMA) local chapter meeting the other day. It was the case of a lender pre-approving customers for vehicle purchases but then realizing that less than a quarter of the pre-approved customers actually returned to the lender to complete the loan. This was very disappointing to the lender as the process to pre-approve customers took time and effort. After performing a journey mapping exercise along with some current and future state analysis, the lender added one crucial step at the beginning of the process that changed everything.

What was the innovation? The lender started sending along a blank check valid for up to the pre-approved loan amount with the customer as they entered the dealership to purchase their new vehicle. This gave the lender’s customers a powerful tool that provided them more control over the buying experience, let them bypass the time in the financial manager’s office where they were subject to every conceivable cross-sell and up-sell tactic, and allowed them to drive away in their new vehicle without returning to the lender in advance.

Thus, a CX initiative impacted the nature of the service/product (a blank check was added), the process (avoidance of a trip back to the lender), a much better customer experience (less effort and avoiding the trip to the financial manager’s office), and a boost in business for the lender (fourfold revenue increase). In this case, the CX started with the sales process, impacted the product and service offer, as well as what the customer experienced on their vehicle buying journey. Understanding the external environment made up of the dealers and competitive lenders along with the customer journey enabled this lender to prevail in several key areas.

27 Mar

Cargill Uses Competitive Intelligence to Sharpen its Global Customer Experience Program

One of the ways that Line of Sight Group keeps abreast of key marketplace trends is to attend industry association events. We recently attended an American Marketing Association (AMA) meeting that examined Cargill’s global customer experience model which is deployed to create consistently positive customer experiences despite a wide diversity of customers, products, geographies and markets. This approach is very comprehensive crossing multiple types and channels of customer interactions. One of the most important aspects of the process was to hold up Cargill’s customer experience to that of its competitors across the board. Knowing how you are doing with your customers is one thing, but to also know this relative to the competitive set is one of the elements that makes Cargill a market leader on a global basis. This is another example of a company committing to understanding its external environment and using the gathered insight to make good decisions.

06 Mar

Bob and Jerry on Competing in Healthcare

For the past several weeks, we have been busily reading the myriad articles and forecasts on Healthcare (HC) trends for 2017. There was even an article about all of the other articles. With trends like a dramatically changing regulatory environment, continued momentum in HC consumerism, advances moving big data and analytics into cognitive computing and Artificial Intelligence, value management, medical device and pharma innovation, mobility, cloud, security, privacy and so on, 2017 promises to be an exciting and challenging year. Not only are things moving fast, but there are a lot of them and the very foundations of the industry are shifting at the same time. If you are feeling a bit overwhelmed and seeking enlightenment, we offer the timeless wisdom of Bob Dylan and Jerry Garcia to make some sense out of the state of HC.

“For the times, they are a changin’” pretty well sums up the status quo. Thank you, Bob. For organizations competing in the HC space, it is particularly important to examine the increasingly complex and multi-layered external environment and to ensure that strategic plans are up-to-date, refreshed and aligned with the go-to-market initiatives. Leaders may also find themselves in the circumstance of playing offense and defense simultaneously. Some built-in flexibility goes a long way when there are well funded start-ups seeking to innovate by employing new, simplified business models and established organizations seeking to do some disrupting of their own. No matter where the threats come from or where the opportunities may lie, it has never been more important to listen to what is happening in the market, connect the dots and then convert this into insight that can be acted upon. There are a lot of factors to consider. Jerry rightly observes, “If the thunder don’t get ya then the lightning will.”

While most organizations conduct annual planning and align their go-to-market activities to the current conditions, it may not be enough. When in particularly challenging times, we might feel the need to regroup a bit and as Bob points out, “Come in, she said, I’ll give you shelter from the storm.” Leading organizations monitor their external environments continuously in order to anticipate market changes and make appropriate course changes. There are many methods to accomplish this that involve primary and secondary research, analysis and the pulling of various execution levers.

2017 presents potentially turbulent conditions. With a good and continuous view of the external environment, a sound and flexible strategic plan in place and solid execution, you will be able to navigate and compete successfully in the HC market. As Jerry sang, “May the four winds blow you safely home.” Good luck in 2017!