Vodpod videos no longer available.
Tara Hunt from Citizen Agencycreated this brilliant slideshow (RSS readers will need to open this article to view). This really helps me get a picture of the mind of the customer. Once we understand their minds, then we can ensure our process steps are creating value.
Slide 124 inspires me from a Lean perspective. While there are some necessary non-value-added steps that have to be taken (especially in healthcare), look for the possibility to make it value added by giving the customer tools to personalize their experience.
Subscribe to Pass The Buck via: RSS | Google Reader
more about “Happiness as Your Business Model“, posted with vodpod
Improve With Me 