CXO retail breakfast

FIND YOUR WAY TO LOYALTYby aligning the customer experience with your

organizational capabilities

R e t a i l b r e a k f a s t

ALIGNING THE DIMENSION IS LIKE TETRIS

Organizational Capabilities

Customer experience

BUT LET’S GET TO KNOW THE PIECES FIRST

Customer experience

75 HAMBURGERS A SECOND

4

OUTCOMES ARE VALUES

5

DOUBLE DIAMOND

6

understand define explore create

Find Solve

7

FIND THE NEED

EXPERIENCESCHOICESAVINGS PRESTIGEADVICEAUTONOMY

RELEVANT

DOUBLE DIAMOND

9

understand define explore create

Find Solve

10

CREATE A SOLUTION HYPOTHESIS

11

BUILD - MEASURE - LEARN

12

CONTINUITY

ALIGNING THE DIMENSION IS LIKE TETRIS

Organizational Capabilities

Organizational Design

ITCustomer

Experience

AND THERE ARE MORE THAN 2 PIECES

YOU NEVER KNOW WHAT IS GOING TO HIT YOU NEXT

15

A KATA FOR EVERY PIECE

16

IMPROVEMENT KATA BY TOYOTA

17

ITERATE

Laura Dietze @northernsun23

[email protected]

THANK YOU