Panning for “customer gold”


For once, I don’t intend to get too “hung up” on promoting the social media message from this article. But I DO want to highlight, what to me, is the fundamental message about using the data that a business produces…and too often discards…to align capabilities to Buyer/Customer service.

I know, from my experience in the insurance industry, that too often “customer segmentation” is done in accordance with what best suits the organisation e.g. premium spend, line of business, trade, etc. This may have made sense at one time but I’m not so sure that this should still be the case.

The NEED for (and benefits of) operational alignment recognises the interdependent nature of a venture. Every business function generates information as “digital verification” of the resources it requires, the processes it undertakes and what it produces. The ability to share that information can empower at every level of the organisation. However, only a truly ethical, values-led, business can fully engage its employees and offer the transparency that customers, increasingly, demand.

With such a message, products that deliver sustainable value and communication tools – particularly social media – the means to attract and accumulate “gold” is as close to being assured as it can be!

Aligning to buyer expectations on service can only come from “across the board visibility into metrics up and down the organization”, said Goldberg.  His mantra is a simple one, “transparency comes from empowerment which comes from information.”   How do you get transparency? Empower front line employees with better information and insights based on analytics and qualitative information such as resolving the customers issue on the first call” Most of the customer experience in Service comes from dealing with an agent or sales associate.  They have to get it right in every encounter.  Analytics and big data are the core enablers of empowerment.  The other enablers are company leadership and culture change.  “Many companies do not really know what it means to live in a socially-driven world.  Their CEOs need to recognize how customers want to be talked to,” shares Goldberg.

The Gold in Social Customer Service

SWOT analyses: Complex “heart” surgery can’t take months


It doesn’t matter whether it is a business YOU have built from scratch over many years; if it is a business turnaround; introducing Enterprise Risk Management; Corporate Process Management; Operational review, etc. getting to the heart of a complex business is a notoriously slow, painful and potentially costly process.

Financial data will provide little, as it is probably the reason why an exercise is being undertaken!

Qualitative feedback comes with a “tainted” perspective – whether top down or bottom-up – and can say more about the scale of the problem than it does about its nature.

Silos can be difficult to “get inside” or break down.

Buy-in is a whole different ball-game!!!

CHANGE MANAGEMENT ain’t easy and “time is money” that, often, can be ill-afforded.

One sure-fire way of getting insight, that is otherwise unavailable and provides an objective [100% quantitative] is a Complexity Analysis from Ontonix.

SO, if someone tells you “all I want is the best for the business” and that they, their role or their division “…are part of the solution, not the problem” you can test that out by mapping the interdependencies, strengths and weaknesses within the organisation.

Once you measure the health of the system you have a basis for sound, verifiable, decisions that are geared to maintaining, managing or improving the health of the business for its stakeholders.

WITHOUT measurement the complexity of the organisation may be compounded by that of the task: rendering projected timescales, improvements, savings and meaningful (sustainable) change, ineffective OR able, only to be assessed in terms of random outcomes…pot luck!

Good luck with that!

However, if you want to eliminate as much of the uncertainty and risk from these processes as is possible, I would be happy to hear from you. The Ontonix technology is unique: rigorously tested; reliable; effective; quantifiable; verifiable and, depending upon the size of the task, considerably cheaper that deploying a competent person.

Quantitative SWOT analysis Most people in business will have had, at least, a “brush” with an analysis of: STRENGTHS; WEAKNESSES; OPPORTUNITIES; THREATS (SWOT). Done properly, it can be a very useful tool. It can bring focus to key issues for the business to consider, can contribute much to strategic planning, change management and, even, negotiations…EVEN THOUGH, WHEN CARRIED OUT IN-HOUSE, IT IS SUBJECTIVE AND QUALITATIVE! Imagine how POWERFUL it would be if it was: OBJ … Read More

via Get “fit for randomness” [with Ontonix UK]

Quantitative SWOT analysis


Most people in business will have had, at least, a “brush” with an analysis of: STRENGTHS; WEAKNESSES; OPPORTUNITIES; THREATS (SWOT).

Done properly, it can be a very useful tool. It can bring focus to key issues for the business to consider, can contribute much to strategic planning, change management and, even, negotiations…EVEN THOUGH IT IS SUBJECTIVE AND FAILS TO TAKE ACCOUNT OF THE CURRENT ‘HEALTH’ OF THE BUSINESS SYSTEM!

Imagine how POWERFUL it would be if it was: OBJECTIVE; QUANTITATIVE; MEASURABLE; VERIFIABLE and so much more…. Read more of this post

Complexity CAN be managed…but only once it is measured


This article refers to complexity from an engineering perspective BUT, as the Ontonix “solutions” are model-free AND we already provide bespoke engineering products, the most significant aspect is the reference to COMPLEXITY AS A SYSTEM PROPERTY: Complexity demands a new mindset

We particularly liked this this quote:

“In a complex system, learning how all the pieces—constant and variable—interact gives a depth of understanding that averts catastrophe. That is what we mean by humancentred design—understanding the interfaces among technology, people, communities, governments, and nature. This is what makes complexity manageable”

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