Mobilizing Business Strategy

Tom HayesNovember 2013tom.hayes@THayesOnline.com

THayesOnline.com all rights reserved Source: Fastcompany.com

Why Mobility?

Source: fastcompany.com

Challenge – Revolution AND Evolution

Source: www.Pinkjooz.com

Challenge - Customer Technology Models

Access Devices

Customer AssetsServices

Access Devices

Customer AssetsServices

Challenge: Legacy Delivery & Technology

Challenge: Business Model Consistency

Mobile Strategies - Where to Focus

“Business has only two functions — marketing and innovation.”

“The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.”

Peter Drucker

Focus - The Mobile Customer

“I KEEP six honest serving-men (They taught me all I knew);

Their names are What and Why and When And How and Where and Who”

Rudyard Kipling

Who – Deep Understanding

Demography Ethnography (Data) (Understanding)

Why – Customer Defined Relationships

Facilitate

Transact

Engage

When - 24*7 Time Shifting

Source: fastcompany.com

Where – Untethered but Visible (and Valuable?)

What & How – Embrace “Design Thinking”

Source: Designing For Growth (Liedtka/Ogilvie)

Tactics – Selection Criteria

FeasibilityImpactTimeliness

Think “How” not “If”

The Make or Break!!!

Strategy and Tactics – 3 key takeaways

1. How can mobility uniquely impact your customer & relationship?

2. Technology is just an enabler (and there are a lot of options, expanding every day)

3. Creative approaches like design thinking to deliver the what and how to WOW

Strategy and Tactics – Final Thought

“It is more productive to convert an opportunity into results than to solve a problem - which only restores the equilibrium of yesterday.”

Peter Drucker

Q&A

&ATom HayesOctober 2013tom.hayes@THayesOnline.com

THayesOnline.com all rights reserved Source: fastcompany.com