Collaborating with customers to co-design your future products, services, processes, business models, and experiences is no longer a new concept. Heck, we’ve been doing it for over 20 years! But many organizations still find it difficult to act on the insights they gain from working with customers. Even when they have clear priorities from customers, they still don’t seem to be able to gain traction to take action quickly, with the budgetary and people commitment necessary to see it through.
We have been using an approach that we call an Operational Debrief to provide the energy and momentum behind these customer priorities and the resulting projects needed to make them happen. Here we present the barriers to quick action and how the Operational Debrief can overcome these obstacles.
Turn Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios® into Operational Scorecards, Recommendations, and Action Items
By Patricia B. Seybold, CEO and Sr. Consultant, and Ronni T. Marshak, EVP & Sr. Consultant/Analyst, Patricia Seybold Group, May 10, 2013
You spend time, resources, money, and sweat and tears to collaborate with customers in a co-design session. But then all the great ideas die on the vine (or stagnate on to-do lists). We offer a methodology for an Operational Debrief that has worked for our clients to get them moving on turning their customers’ insights and priorities into working projects.