trust eats convenience for lunch – how experience is designed for deep relationships
Kunden müssen sich für oder gegen eine Kundenbeziehung entscheiden, bevor sie die Konsequenzen ihrer Entscheidung erlebt haben. Deshalb ist die antizipierte Kundenbeziehung zentral. Im Moment des Abschlusses entscheiden sich Kunden nicht nur für oder gegen ein Angebot. Sie sehen eine Kundenbeziehung die sie je nach Branche mehr oder weniger leicht wieder beenden können. Ist das …
After 35 years working at Boeing, Dennis Muilenburg stepped back as it’s Chairman on the 23rd of December 2019, just one week after Boeing announced the complete production stop of the Boeing 737 max. This didn’t come as a surprise, as the Boeing 737 max was expected to be the next Cash Cow, accounting for …
Continue reading “What’s the ROI of trust? – a multi billion $ case study.”
Forget about „Jobs to be done“ (JTBD) – the future is about „Decisions to be made“ (DTBM) Most certainly you are familiar with the „Jobs to be done“ (JTBD) Framework? Ever heard the quote “People don’t want a quarter-inch drill. They want a quarter-inch hole.”? This quote, which was made popular by Theodore Levitt, forms …
Continue reading “Trustworthiness is the Achilles heel of digitalization”
an intruigingly simple model to understand how to create trustworthiness as a unique selling propositions for the future “decisions to be made” economy. Recently I hosted a Workshop on Trust Design at the Universal Home summit in Gelsenkirchen, Germany – an initiative of leading tech companies to design a positive and integrated future home experience. …
Continue reading “Trustworthiness – the single most important Selling Proposition of the future”
„You can end our collaboration any time with a days notice!“ A brilliant offer my colleague Willi Schneider – an Interim Manager – always mentions in his first meeting with potential new clients. Usually consultants are eager to work based on long-term retainers – so why does he offer this option – obviously to his …
When we started offering discounts for special clients at the digital consultancy USEEDS° I founded in 2008, we used two discount alternatives. The first discount scheme seemed to be the industry standard. You define a discounted retainer with the client – a fixed minimum amount of days or EUROs they would have to order in …
Two days ago, Katharine Viner, the Editor-in-chief of the Guardian send me an email. She thanked me for supporting the Guardian and told me, that the next annual payment date is 15/03/2019 (a month ahead) when €49.00 will be charged to my credit / debit card. She actually reminded me, that now would be the …
Did you ever work with an assistant? Somebody who takes care of a job you have to get done? Organizing the company Christmas party, plan a trip to San Francisco, Refurbish the conference rooms? What happens is, that you lose contact to the companies doing the actual work. Your opinion on those companies is based …
Continue reading “Is your marketing team ready for artificial clients?”
2008 a backbone of our modern society seemed to crash – the financial system was collapsing and we all know about the turmoil following. Today a presumably even more important backbone of society is in danger. Trust. Rachel Botsman – a leading thinker and critically-acclaimed writer on trust in the digital age – describes the …
Every time I join the International Management Summit of the SYZYGY AG at one of our locations, there is one very special and surprising moment which tells a lot about SYZYGY. When I check into my hotel room there is always a little present and a personal note waiting for me, written by my CEO, …
Have you ever experienced that sudden frustration of queuing in a long line in the super-market and noticing that you had forgotten your money? Upset at your own forgetfulness, you think of the hassle you will have to go through such as returning all the items in your basket to their shelf (or hiding them …