Customer Experience Principles for Business Growth

The ten principles behind great customer experiences defined by Matt Watkinson in his book 

• 1. Great customer experiences strongly reflect the customer’s identity 
•  2. Great customer experiences satisfy our higher objectives 
•  3. Great customer experiences leave nothing to chance 
•  4. Great customer experiences set and then meet expectations 
•  5. Great customer experiences are effortless 
•  6. Great customer experiences are stress free 
•  7. Great customer experiences indulge the senses 
•  8. Great customer experiences are socially engaging 
•  9. Great customer experiences put the customer in control 
•  10. Great customer experiences consider the emotions

Weekend Reading

• This synthetic bio startup raised $52 million to make tumours reveal themselves
• The best books on The Age of Revolution
• Is your differentiation based on outcome or features
• New eCommerce paradigm - look at boxes trucks and bikes
• Why NPS doesn't mean Retention
• Five golden rules for coaching 

Creating Value by Digital Transformation

 Mckinsey writes how Boards can create value via Digital Transformation.

Digital transformations aren’t about being digital; they’re about creating value. That aligns with the board’s most important mandate, and the board can be particularly helpful in assessing value across three vectors: 

• Scale. The typical aspirations of digital transformations often lead to changes at the margins (5–10 percent increases over the previous year). This is fueled by an insufficient understanding of what digital can do. As a rule of thumb, digital initiatives should have the potential to change at least 20 percent of operating profits. Boards can push their CEOs to shoot higher. 
• Source. Technology is often an efficiency conversation about cost savings. But the greater value of tech is in its ability to build value. Recent McKinsey research into cloud economics, for example, has shown that as much as 75 percent of the $1 trillion at stake in cloud will come from business innovation. Directors can make sure that management is exploring ways to tap tech to create new sources of value. 
• Scope. Short-term pressures can overtake any business, especially when the market is volatile. Digital transformations, however, require long-term commitments to reap the full rewards they can deliver. Boards can press their CEOs to make sufficient expenditures for long-term initiative

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Quotes - How to Shape Vision and Leadership

8 catchy quotes to shape your vision of leadership and management by Leslie Petrequin:

1. “Play chess not checkers”. 

2. “How you handle *the bus* says a lot about your management style.” 

3. “How you handle *the bus* says a lot about your management style.” 

4. “The currency of real networking is not greed but generosity.” 

5. “Forget a Mentor, Find a Sponsor.” 

6. “You are the average of the 5 people you spend the most time with ~Jim Rohn”. 

7. “Hire for attitude, train for skills”. 

8. “You can’t find people you are not looking for”. 

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