The benefit of a total experience strategy, not just looking at the individual pieces of customer, user, and employee experiences, is that you build stronger robust digital experiences.
When a customer complaint is something you can’t fix
Sometimes we can’t fix a customer complaint. Tactical empathy helps you to focus on the customer instead of your short comings. To uncover the impact for the customer. And to open up alternate solution spaces.
Holding the short and the long view
A year in review exercise can help align our short term objectives with our long term vision. A worthy goal for business leaders.
Strategy and Tactics aren’t in competition
Being a strategic thinker, I’ve always loved the story that described the difference between leadership and management by using a metaphor of a team fighting their way through the jungle. Where the manager uses tactics to enable the team and the leader uses strategy to set the direction. In truth you need both.
Continuous Improvement or Continuous Innovation
The enhanced cameras on the latest releases of smart phones is continuous improvement. Having a patient use that phone camera to take a picture of a rash and send it to their doctor is continuous innovation.
Design thinking breathes life into strategic planning
Too often strategic planning is something people do periodically. They focus on making plans and then put them away in drawers. Design thinking, with its use of observable experimentation and bias to action, takes them out of the drawer and turns them into initiatives instead of just plans.