December 19th, 2010
Turning the page…
Another interesting year is rapidly winding down. This year, I had the chance to work with many gifted business and tech leaders, but it was particularly satisfying collaborating with innovators in developing regions — the Sub-Sahara, the Middle East and South Asia.
It’s time for Western multinational companies — especially those in the customer-facing sectors — to enter developing markets where consumer-led growth is robust but capital and resources are in short supply.
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Tags: "disruptive innovation", Business Model, Collaboration, collaborative, consultancy, consulting, developed markets, developing markets, disruptive, emerging market, Finikiotis, frontier markets, Innovation, innovators, m-money, middle east, prahalad, south asia, Sub-Sahara
Posted in africa, Business Model, Business Practices, Collaboration, Emerging Markets, International Business, Sub-Sahara Region, Telecommunications, West Africa, What's Next? (WILD CARD) | 2 Comments »
November 15th, 2010
The Touch Points blog is three years old. I didn’t expect that this project would be such a valuable learning experience. Blogging helps me formulate my thinking and keeps me in touch with others who share my interests. I appreciate the thoughtful feedback from readers. Thanks for keeping this conversation going…
Tags: appreciation, gratitude, mindfulness, thank you
Posted in Validation | No Comments »
October 28th, 2010
India’s top mobile carrier, Bharti Airtel, is bringing its ultra low-cost services to the sub-Sahara. Can it adapt its managed services model to penetrate Africa’s under-served, low-income markets? What are the implications?
Out of the East
Asia’s growing influence in Africa is receiving worldwide attention. China’s investment in Africa will top $100 billion dollars this year making it the continent’s biggest trading partner. There are 800 Chinese companies with over 4 million Chinese people living and working there. China’s impact on Africa, as author Richard Dowden observed, is the biggest economic shift of the twenty-first century.
Now, the story of Asia’s push into Africa is being revised to highlight players from India. In June, Bharti Airtel, India’s largest mobile carrier – the 5th largest telecom in the world – bought Kuwait-based Zain’s operations in 16 African countries for $10.7 billion in cash.
Bharti has been eager to grab a piece of Africa’s growing mobile market for some time. In 2009, it tried to buy MTN, Africa’s largest carrier, but the deal failed due to regulatory roadblocks. Undeterred, Bharti pivoted quickly setting its sights on Zain. By June, Bharti bagged its African trophy, though some analysts thought it paid too much for Zain’s assets.
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Tags: bharti, bharti airtel, bharti enterprises, Finikiotis, ibm, mtn, osprey, Richard Dowden, spanco, tech mahindra, zain
Posted in africa, Business Model, Emerging Markets, International Business, Sub-Sahara Region, Telecommunications, West Africa, What's Next? (WILD CARD) | 3 Comments »
September 3rd, 2010
The swift and agile
A recent Ewing Marion Kauffman Foundation study revived the term “gazelle companies” to describe the young, rapidly-growing U.S.firms that are producing the majority of new jobs in the U.S. The report recommends that policy-makers nurture Gazelles to stimulate job growth at a time when unemployment is high.
I’m interested in another class of companies—agile, well-run firms in emerging regions like the sub-Sahara. Like their Western counterparts, they’re creating a disproportionate number of jobs. But these young African companies are playing a more crucial role than gazelles do in driving market growth.
To belabor the metaphor, I call them Impalas, after the lean, swift gazelles indigenous to Africa. Impalas provide technology-enabled and outsourcing services to a growing number of multinational (MNC) service providers – mobiles, airlines and banks – in Johannesburg, Accra, and Nairobi, etc. They share many of the characteristics of gazelles, but there are some notable differences.
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Tags: africa business, african economy, competency gaps, connected markets, Ewing marion Kauffman, gazelle, gazelle companies, Impala, Kauffman Foundation, MNC, multinational, service providers, skills gaps, talent gaps
Posted in africa, Business Model, Business Practices, Emerging Markets, Sub-Sahara Region, Technology from Developing Regions, Telecommunications, West Africa | 3 Comments »
August 1st, 2010
In our practice, we help clients use visual maps of the “touch points” at which customers interact with the brand. There are several ways of doing this but one of my favorite modeling tools is the storyboard in which is a narrative sequence wherein each touch point is identified.
This works well when facilitated, cross-disciplinary teams of employees explore customer scenarios from the customer’s point-of-view. The team considers the customer’s preferences (needs, wants and expectations) as they evaluate relevant system interfaces, business rules and work/information flows.
The facilitator’s role is to be sure the group stays on track and considers touch points from the customer’s point-of-view. They must also help the group remain mindful of the big picture as participants can become preoccupied with particular sticking points.
In the process, participants are well-served to consider broader questions: What are our target customers looking for, and how has that been changing over time? Why do they choose our product over that of our competitor’s? How can we further tip the scale in our favor? What are the benefits versus the costs?
This simple exercise typically results in new insights about service processes that can be rapidly put into practice and supported by the larger organization.
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As always, I’d love to hear your perspective…
Tags: art of seeing customers, customer experience, experience design, guest services, Hospitality, Service design, spa, story board, story boarding, storyboard, storyboarding
Posted in customer experience management, Service design | No Comments »
July 22nd, 2010
Have App Will Travel
It’s been a hectic summer crisscrossing the Atlantic on planes. I enjoy catching up on reading during long flights but hate schlepping books, so the iPad is a Godsend. One of my favorite resources is WIRED Magazine’s app developed by Adobe Digital.
The app lives up to its hype of providing an immersive, highly interactive experience. Gorgeous images and crisp typography rotate with the device, and the layout is sexy. Apps like this are transforming the way we experience information, and we ought to be mindful of that. The implications are enormous.
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Tags: apple, Cupertino, design sensibilities, Garr Reynolds, gem-like, immersive, iPad, netgeist, Presentation Zen, sleek, Tufte, typography, User interface, WIRED, WIRED magazine, zeitgeist
Posted in design thinking, Innovation, What's Next? (WILD CARD) | No Comments »
June 9th, 2010
The World Comes to Africa
As the World Cup gets underway this week in South Africa—the first ever to be held on the African continent—the world media is turning its attention there.
Typically, coverage of Africa by the international media is limited to stories about intractable problems—disease, war, famine, and corruption. Many of the World Cup stories are taking a similar tact. Stories about the South Africa’s five new stadiums underscore the nation’s mounting debt while other pieces highlight its security concerns.
A lot of the coverage reflects the world media’s skewed view of Africa as a monolithic place that’s plagued with tragedy. Severe challenges do exist, but many African societies are quietly building their institutions and infrastructures. It’s time the outside world views Africa through a broader, more accurate lens. Read the rest of this entry »
Tags: africa, African diversity, FIFA, Finikiotis, football, John Reader, osprey, Richard Dowden, soccer, South Africa, World Cup
Posted in africa, Emerging Markets, International Business, Sub-Sahara Region, West Africa | 2 Comments »
May 25th, 2010
The thrill of victory
One of the best things about my work is what my colleagues and I call the “hat trick”. In sports like cricket and hockey, a hat trick is accomplishing a feat three times in a contest. I’ll explain what a hat trick is in my world and why it’s thrilling to pull one off.
Our mission is to help clients enable their customers to enjoy richer, more satisfying service experiences.
A hat trick is when we not only help clients to better meet the needs of their target customers, but also enable them to increase customer loyalty and revenue. We do all this while also cutting service costs — sometimes up to 20%. Almost every assignment offers hat trick potential.
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Tags: design thinking, fifth discipline, hat trick, peter senge, Service Systems, systems theory, systems thinking
Posted in Business Model, Business Practices, customer experience management, Service design, Service Systems | 3 Comments »
April 24th, 2010
Invest time in languages and intercultural awareness. Focus on becoming part of global citizenry. In exchange for the opportunity to participate everywhere/anywhere in the world you have the obligation to do something productive, which will improve the world. ~C.K. Prahalad
Distinguished scholar and visionary
The distinguished business scholar, C. K. Prahalad, died unexpectedly last week of a lung ailment at the age of 69. His contributions to the pursuit of business strategy and innovation are unparalleled. He’s had an enormous influence on my work and that of my peers.
Dr. Prahalad was more than a celebrated management guru, he was a visionary. He redefined the way that a growing number of global businesses deal with developing markets, and he helped to shape a new economic paradigm.
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Tags: base of the pyramid, C. K. Prahalad, Gary Hamel, Hindustan Unilever, inclusive capitalism, low income consumer, nano, philanthrocapitalist, poor consumers, prahalad, reverse innovation, Social Entrepreneur, Tata Motors, trickle up innovation
Posted in Collaboration, Emerging Markets, Innovation, International Business, leadership, N=P, R=G | 6 Comments »
April 18th, 2010
Why customers do what they do
It feels like we’re at the dawn of a new era in understanding how people — namely our customers — make decisions, and some businesses will benefit enormously. More importantly, customers will soon enjoy more kinds of services designed to better meet their needs.
Our collective thinking is being informed by discoveries in behavioral sciences and behavioral economics about the role of the unconscious mind and the centrality of emotions in driving behavior. Many of these findings are now verifiable through neuroimaging tools.
Among other things, we’re realizing that people aren’t Vulcan-like beings who make choices on a cold, purely rational basis. Individuals — our customers — are complicated and swayed by factors beneath the level of consciousness.
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Tags: Ariely, behavioral economics, Behavioral Science, Brafman, customer experience, CX, immersive, Predictably Irrational, social sciences, Swayed
Posted in Behavioral Science, customer experience management, Innovation, Service design, What's Next? (WILD CARD) | 5 Comments »
April 1st, 2010
Downtown Cape Coast, Ghana
Pulsating business scene
I spent the last couple weeks on assignment in Accra, Ghana. On this trip, I’ve seen more growth than any time since my company started working there in ’07. This is a period of unprecedented business activity and promising new projects within and beyond the mobile sector. Meanwhile, new competitors from around the world are streaming in. This corner of Africa’s business scene is pulsating.
Astute businesses here are taking steps to preserve their client base and deepen relationships with their customers. We’re privileged to work with a new generation of African business leaders with the courage and determination to transform their offerings to meet the needs of an emerging class of consumers.
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Tags: accra, africa, Analytics, customer intelligence, ECOWAS, empowerment, ghana, strategic alliance, Sub-Sahara, West Africa
Posted in Analytics, Business Practices, Collaboration, customer experience management, Emerging Markets, Social Entrepreneur, Sub-Sahara Region, Technology from Developing Regions, Telecommunications, Uncategorized, West Africa, What's Next? (WILD CARD) | 3 Comments »
March 11th, 2010
Evening at Cape Point on the tip of South Africa
While the business world is preoccupied with the global economic recovery, a mobile revolution is quietly reshaping the marketplace in the developing world. In Africa, mobile phones are providing access to communications for millions of people who’ve never had fixed communications let alone cell phones. I’ve written before about the impact that such ‘leapfrogging’ is having on African business. Now, we’re beginning to see exciting and substantial commercial projects taking shape, particularly in the service sector.
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Tags: african innovation, african mobile, international telecommunications union, itu, leapfrog, Leapfrogging, m-banking, m-commerce, m-pesa, mobile revolution, mobileindustry
Posted in Emerging Markets, ICT, International Business, Sub-Sahara Region, Technology from Developing Regions, Telecommunications, Uncategorized, West Africa, What's Next? (WILD CARD) | 1 Comment »
February 28th, 2010
Saturday’s massive earthquake off the coast of Chile slammed Santiago, the capital, and nearby regions. Buildings were leveled and official reports place the death toll at 708, though that’s likely to climb. Although the Chilean event was many times more severe than last month’s quake in Haiti, the sturdier infrastructure in Chile offered residents far more protection.
I’d written recently (“Out of Africa, Help for Haiti”) about an open-source tech platform developed in Kenya called Ushahidi which enables people in crisis-affected areas to text their location and make urgent requests or provide assistance for those needing it. Ushahidi’s disaster relief system is being used in the aftermath of Haiti’s quake, and now it’s being used to provide vital disaster relief in Chile.
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Tags: #chile, #terremotochile, quake victims, sms platform, Ushahidi, ushahidi volunteers
Posted in ICT, Technology from Developing Regions | 1 Comment »
January 20th, 2010
News from Port-au-Prince
It’s been a week since the Port-au-Prince earthquake and images streaming in are helping us to grasp the region’s boundless misery and desperation. Hundreds of thousands have perished, and despite our best efforts, more will die and suffer for myriad reasons including the inability to deliver relief where it’s needed.
Despite the gut-wrenching news, it’s heartening to learn that determined, inventive people are finding ways to alleviate the suffering and, in some cases, save lives.
One of the more interesting stories is about an open-source project called Ushahidi which takes its name from the Swahili word for “testimony”. The software, developed during the post-election violence in Kenya in 2008, enables text messages to be mapped by time and location. Anyone with an internet connection, regardless of the device they use to access it, can send a text message, an image or an email. Ushahidi can also store data offline for later synchronization.
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Tags: 4636, @whiteafrican, Atlanta crime, disaster relief, Earthquake, earthquake relief, first responder, FrontlineSMS, Haiti, Indian elections, Kenya, Pakistan, Port-au-Prince, SMS, Ushahidi
Posted in Emerging Markets, Problem solving, Social Entrepreneur, Social Media, Telecommunications | 9 Comments »
January 1st, 2010
One of the more satisfying experiences at year’s end is reaching out to clients, partners and colleagues to thank them for their business and their stalwart support. It’s even sweeter this time while reflecting on an entire decade going back to the early days of my business.
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Tags: 2010, appreciation, gratitude, happy new year, thank you
Posted in customer experience management, Innovation, International Business, leadership, R=G, Social Entrepreneur, What's Next? (WILD CARD) | No Comments »
December 26th, 2009
So, then…let us reflect together for a while, consider what matters, what really matters, and then in our wonderfully separate ways, fare forward together. ~ James Hollis
It’s the season to reflect on a year that’s winding down before we turn the page. It feels right to look back on the year. What interesting times these are! Tom Friedman describes this as a period marked by the collision of two forces, the Great Recession and the Great Inflection – referring to the rise of cheap, plentiful technology.
The good news is that the economy is forcing us to adopt new tools more rapidly, accelerating business innovation. But, more tools bring more “noise”, and decibel levels are soaring. Noise distracts us from focusing on what’s important and we seem to be suffering from a collective case of “focus-deficit disorder”. I think it’s hampering our performance.
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Tags: accountability, Clay Shirky, course correction, Gret Inflection, James Hollis, never too late, signal-to-noise, Tom Friedman, What Matters Most
Posted in leadership, What's Next? (WILD CARD) | 3 Comments »
December 4th, 2009
It’s a story about community and collaboration on a scale never seen before. -Lev Grossman, Time Magazine
The Urge to Connect
History shows that that when robust tools serve a powerful human drive, revolutionary changes occur. That’s happening now as social media enable people to satisfy their primal urge to connect with each another. Social media are ubiquitous, cheap, and accessible, and their widespread use is having a profound impact on business.
While the technology is grabbing the headlines, the more interesting story is how people around the world are using social media. They’re fulfilling their desire to connect with each other, forming communities in the process. The communities function like virtual beehives — amorphous, dynamic structures where members coalesce to share information.
Smart companies recognize the commercial value of communities. They treat community members more like stakeholders than consumers. Instead of broadcasting their messages at them, they engage followers in dialogue. In time, followers can be converted to evangelists. In a hyper-connected world, evangelism carries messages fast and far, boosting the value of the brand.
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Tags: Barbados, Clay Shirky, community, community-building, devotees, fans, followers, JetBlue, Social Media, social networking, Twitter, web 2.0
Posted in Airline, Business Practices, How Cool?, Social Media, What's Next? (WILD CARD) | 9 Comments »
November 4th, 2009
The Wall Street Journal/MIT Sloan Management Review published a disturbing paper on why Western companies are failing to transform the Bottom of the Pyramid into a booming consumer market. The author argues that the base of the world’s economic pyramid – where people live on $2 a day or less – isn’t panning out as a market because potential consumers “haven’t been conditioned to think that the products being offered are something one would even buy.”
To support his argument, he cites the case of PUR, a low-cost water purification system developed by Procter & Gamble. The product provides the obvious benefit of affordable clean water where the risks of drinking contaminated water are high. But curiously, PUR* achieved low market penetration rates in test markets.
Why would consumers reject a product as salient as PUR? The author contends that Western companies simply haven’t created demand among low income consumers. “Companies must create markets—new lifestyles—among poor consumers,” he insists. His prescription is that Western businesses need to do a better job “conditioning” low-income people to be better consumers. Really?
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Tags: Chipchase, cross-cultural, Emerging Markets, go-to-market, market research, MIT Sloan, mobile, P&G, Procter & Gamble, PUR, telcecommunications, Wall Street Journal, water purification, WSJ
Posted in Business Model, Emerging Markets, Sub-Sahara Region | 4 Comments »
October 20th, 2009
Information’s pretty thin stuff unless mixed with experience. ~Clarence Day
Nearly every day, I work with colleagues who are eight or more time zones away. I’ve been doing this, with few interruptions, since the ‘80s. Back then, “geographically distributed” projects were run only by multinational corporations. Times have changed.
Global markets have become more interdependent, and collaboration across borders is now commonplace, even at smaller companies. Businesses know that they have to team up with companies in other regions to compete in the global “value creation” race*.
But a lot of companies struggle with this. In a June, 2009 survey by TMA World, 82% of respondents rated the performance of their company’s “global, virtual” teams as either ‘moderate’ or ‘poor’. Yet nearly all of those surveyed said that global teams were ‘very important’ to their organizations.
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Tags: developing regions, global, International Business, international experience, international seasoning, R = G, seasoned leader
Posted in Collaboration, Emerging Markets, International Business, leadership, R=G | 15 Comments »
September 16th, 2009
.
Over the last few weeks, my colleagues and I presented value propositions to separate audiences in Europe, Africa and the Middle East. Clients in each of these markets face unique challenges and opportunities to be sure. Our offerings addressed their different needs, but our approach is fundamentally the same everywhere.
Our work consists of three steps:
1) Develop a better understanding of customer needs by getting closer to customers and engaging them wherever possible,
2) Use customer insights to continually improve offerings,
3) Deliver a customer experience that’s better than the rest.
The good news is that these steps apply to clients everywhere, despite cultural variations. The not-so-good news is that succeeding with these steps is almost impossible unless there is substantial buy-in at the highest level in an organization.
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Tags: customer experience management, opportunity cost, opportunity smell test, right client
Posted in Business Practices, customer experience management, International Business | 14 Comments »
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