Category Archives: Lean CX Infographic

Lean CX Infographic – More Incredible Benefits Of Employee Engagement

May 22, 2018Ease of Use, Lean CX Infographicactual steps, benefits of employee engagement, David McLachlan, design your work, ease of use, engagement, infographic, leadership, Lean CX, strategyDavid McLachlan

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Employee Engagement It’s Official: It Matters

Which would you rather, having a team full of people dragging their feet, complaining, making excessive mistakes and who hate coming to work?

Or a team full of highly engaged, happy, motivated people who can’t do enough for you?

Yep, I thought so. Employee engagement matters, and having a team who is in the top quartile for employee engagement makes a huge difference, not just to your happiness but to your bottom line as well.

These top companies and teams see 28% less theft. 41% less absenteeism, meaning more and more staff turn up to do their work because they enjoy it. And a whopping 59% lower staff turnover.

And do you think these things affect your profit and cost as a company? You bet. How much does it cost to advertise, interview, hire, train, and level up a new person to replace someone previously? And how much do staff accidents and even a little bit of theft here or there really cost? It’s more than you think. And it can be avoided by focusing on engaging your employees.

What Engagement Doesn’t Mean

Now I’m not talking about the latest rah-rah retreat, where everybody gathers around, drinks smoothies (or cocktails) and whiteboards a bunch of baloney that will never get done.

No. Freaking. Way.

I’m talking about culture. But not “Culture” as a broad, flimsy, consultant-type term. Oh no. I’m talking about culture where I can give you specific steps that anyone (and everyone) can perform every week to create a culture of high engagement and problem solving.

It’s called Designing your work for Ease of Use.

Designing Your Work for Ease of Use

Designing your work for Ease of Use is one of the easiest, fastest, and cost effective ways to improve the engagement of your team and the profit of your company.

The Ease of Use framework may seem simple, but its methods are based on research such as that above, where we are looking to improve the engagement of your teams and make the people you work with happier (and more productive) as a result.

Having a standard, repeatable process with clear outcomes may seem boring or simple, but did you know that 50% of American workers don’t know what is expected of them at work?

Making things visual so you know what to do first time without having to ask may seem mundane, but did you know that every time you have to redo something you’re not sure of, you are effectively doubling, tripling, quadrupling your cost for the same outcome?

Checking in regularly may seem unnecessary to some, but did you know that leaders who check in at least once a week with their team mates and focus on their strengths see a 27% increase in engagement?

Designing your work for ease of use matters. It makes a difference. And as it improves the ease of the work your team performs, it reduces their frustrations and improves their happiness too.

Chat soon – David McLachlan

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Oh and good news! You'll be improving the speed, morale and engagement of your teams at the same time. Get the Lean CX Score now.

Lean CX Infographic – The Huge Benefits of Employee Engagement

October 27, 2017Lean CX Infographicbenefits of employee engagement, customer experience, cx, David McLachlan, employee engagement, highly engaged employees, increase productivity, increase profitability, increased sales, Lean, Lean CX, lean infographicDavid McLachlan

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It’s Official: Employee Engagement Has A Huge Impact On Your Profit

For years the greatest leaders have had an inkling that teams who are most engaged actually perform better, and bring more prosperity to their business. Well now it’s official. As the latest numbers from the Gallup Engagement Study show, in the state of the American workforce there is a very telling difference in the productivity, sales, and overall profit of businesses within the top quartile of engagement.

If employee engagement is something that you are struggling with, or even just want to improve, I have some good news.

There Is A Proven Way To Higher Engagement: Design Your Work

The Lean CX Score, a book by David McLachlan, outlines six key steps to creating disruptive products and services, and it also improves the speed, morale and engagement of your teams.

With the latest research pointing to the fact that engagement and profit are inexplicably linked, it may not surprise you that if the Lean CX Score impacts speed and morale, it also has a higher likelihood of creating disruptive products and outstanding businesses.

The six key steps of the Lean CX Score have been linked to research in psychology, business, and plain old motivation. But the main aspect of all of them is the principle of intentionally designing your work, and intentionally designing your product and your experience, so that it meets the needs of your users in a way that keeps them engaged.

When we say “keeping them engaged”, it works for both your customers and your team. Engaged customers are the ones who return to your product, again and again. They are the ones who are your biggest fans, the ones who would walk an extra block to buy from you instead of your competitor.

And engaged team mates are the ones who will go the extra mile for their managers and for their customers – whether it is internal “customers” that they serve with a report or task, or the final, end customer who pays their wage by buying your product or service.

If you haven’t got a copy of the Lean CX Score, I highly recommend you check it out. I guarantee it will have a huge impact on your life.

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Lean CX Infographic – Employee Engagement (and Disengagement)

October 27, 2017Lean CX Infographiccustomer experience, David McLachlan, disengaged employees, disruptor, effect of low engagement, employee engagement, engagement scores, Lean, lean book, lean customer experience, Lean CX, lean infographicDavid McLachlan

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That’s Right – 67% Of Employees Are Disengaged At Work

And that’s just in the U.S, where people get coffee breaks and are paid more than two dollars an hour. It’s even worse if we look at the broader world where those things aren’t guaranteed, factories can pay a handful of dollars with inhumane conditions and employees are not protected by basic laws.

But having 67% of your employees be disengaged is still pretty bad. After all, disengaged employees are the ones who are more likely to leave, more likely to be sick on average, and even (according to the research) more likely to steal.

But there’s more, and it is discovered and outlined in the book, “The Lean CX Score” by David McLachlan. In the Lean CX Score, David outlines the benefits of designing your work, and your products, properly. And they all point to improved engagement and improved profit as a result.

For a start, disengaged team members or employees are six times more likely to leave their job than their engaged counterparts. That’s a 600% difference. Do you think it’s expensive to acquire customers? Well it’s extremely expensive to find and hire good staff. Between the downtime caused with a lost employee, to the cost of advertising, vetting resumes, interviewing, and training, it is much easier to keep them engaged in the first place.

Engaged team members are also more likely to make you more money. A study by Kenexa found that businesses with highly engaged employees – those in the top quartile of engagement – achieved twice the annual net revenue on average, when compared to businesses with lower engagement scores.

It’s for these reasons that there are entire companies dedicated to the discovery of employee engagement around the world, and companies are lining up to buy their services. Engagement matters.

But You Don’t Have To Suffer Through Low Engagement

If you’d prefer to live in the higher engagement end of town, there is good news. You don’t have to suffer through low engagement scores, as a business owner, a leader managing a team, or a “leader without a title” inside a team of your own where you feel engagement could be higher.

Designing your work for happiness has been proven to have a huge effect on your employees, and it doesn’t have to be complicated.

Take just two steps in the Lean CX Score book – a Repeatable Process, and Checking In.

In 1961, a US psychologist called Mihaly Csikszentmihali interviewed 1000 peole, asking them about the circumstances that made them happy. He called this happiness a state of “Flow”, when things went well, and things just seemed to flow well – when participants felt on top of the world. Mihaly found five main things in common when it came to creating happiness. It happened when his subjects were:

Intensely focused on an activity,
Had control over the outcome,
That was neither too easy not too hard,
That had a clear objective, and;
That gave immediate feedback

The good news about this is having a Repeatable Process, whether it’s interacting with a product in a predictable way each time, or knowing the boundaries of your work so you can easily move into a flow state, has a deep impact on happiness and flow.

And Checking In, which is step five in the Lean CX Score, means we check regularly to see if we’re on track – with our customers, our users, or our team.

There are many more stories and a lot more research in the Lean CX Score book, making it a nice, easy read that will have a huge impact on your results.

I highly recommend you get yourself a copy today.

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Lean CX Infographic – The Ideal Shopping Cart Experience

October 21, 2017Lean CX Infographiccreate a disruptor, customer experience, disruptor, Lean, lean book, lean customer experience, Lean CX, lean infographic, online customer experience, shopping cart statisticsDavid McLachlan

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Customers Are Leaving Your Online Shopping Cart

Recent research by the Baymard Institute found that up to 69% of customers were leaving your online shopping cart instead of buying your product or service.

They also found that 35% of those online abandonments were recoverable solely through a better checkout flow and design – in other words most businesses are making things more complicated than they should be, and customers are leaving as a result.

Needless to say, keeping even a small portion of these abandoned orders would have a significant effect on your profit as a business. But the best part about it is that it makes sense, because I know I have been guilty of leaving a complicated shopping cart, and there’s a good chance you have too.

Fast and Easy, or Long and Complicated, Which Would You Prefer?

If you had a choice between your checkout experience being fast and easy, or long and complicated, which would you choose? It might seem like a silly question – even an obvious one – when we put it like that, but the truth is most companies are answering “Long and Complicated” without even knowing it.

They’re answering “Long and Complicated” because they haven’t put in the work or thinking necessary to reduce the complexity in their shopping cart and make it as simple as it needs to be. And they haven’t put in the thinking because they don’t have a simple step-by-step framework like the Lean CX Score that is proven to make it simple and improve their profit as a result.

Reduce The Steps, Reduce The Checkout Fields

The latest research by the Baymard Institute found that the average online shopping cart had more than 14 form fields for a customer to fill out. But the shocking thing is they also found that the ideal customer flow included just seven form fields – around half of what most companies had.

Companies were making it more complicated than it needed to be, which prompted a reduction of 35% of customers in buying their product or service.

Amazon Did It In One Step

Of course you know the story by now – there’e a good chance you have used Amazon.com’s online shopping cart and in many cases, such as with their prime service or Kindle store, you can buy what you want in just one click. If customers leave too often with 14 fields, and a checkout can be done in 7, then Amazon have taken it to the next level and reduced the steps to one.

Do you think that had an effect on their profit? Of course.

Doing things in “One Step” is also one of the recommendations in “The Lean CX Score”, by David McLachlan. In that book there are many more real life examples of companies getting things to a customer in “One Step” instead of many, and gaining stellar results.

There are also five scenarios similar to the “too many fields” dilemma, where customers are prompted to leave a company. Outlined in the “The Lean CX Score”, they are scenarios where a customer leaves because their experience is harder than it needed to be. Apart from extra steps, it might mean extra hand-offs, having to redo things over and over, and having to wait too long to get what they wanted.

If you haven’t read The Lean CX Score yet, I highly recommend you get a copy today.

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Lean CX Infographics

October 17, 2017Lean CX Infographicbusiness, create a disruptor, customer experience, David McLachlan, disruptor, entrepreneur, Lean, lean book, lean customer experience, Lean CX, lean infographicDavid McLachlan

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Lean CX Infographic – Would You Like A Piece Of $260 Billion?

October 13, 2017Lean CX Infographiccreate a disruptor, disruptor, disruptor framework, infographic, Lean, lean book, Lean CX, lean infographic, online shopping cart abandonment, online shopping cart statisticsDavid McLachlan

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Would You Like A Piece of $260 Billion?

Recent research by the Baymard Institute found that more than 69 percent of customers abandon their shopping cart instead of buying a product or service. From that same research Baymard Institute found that companies with an online checkout experience could see a 35% increase in conversion (read: sales) just by having a better checkout design.

That means reducing areas that can go wrong for a customer, making things easier to buy, and making the experience more streamlined.

In fact, they found that the average online checkout had around 14 fields, while they needed only 7. Amazon, of course, are doing it with just one, using their “one click buy” buttons, and reaping huge rewards as a result.

How Do You Quantify “Better Checkout Flow and Design”?

Just saying they need a better checkout flow and design is one thing, but how to you actually quantify that? How do you measure better flow or reduced complexities? How do you measure the Customer’s Experience?

The good news is there is a book called “The Lean CX Score” which combines the most customer-centric improvement system from the last century with the most important life-blood of any business – its customers. And it also contains an exact framework for measuring the usability of your customer’s experience and knowing whether they are likely to return, or likely to abandon you.

You see, without customers paying for your product or service, and returning time and time again, there is a good chance you won’t be able to pay the bills to keep the lights on, and will subsequently go bust. It’s not exactly rocket science. And as we’ve seen, by making things easy for our customer to do and easy for them to buy, we can significantly increase the number of customers and the number of times they return. More customers, more profit, means keeping and thriving in your business.

Lean CX Is The Key To The $260 Billion Door

All of which means that if you want a piece of that $260 billion, you’d better start making things easy. For the price of a couple of cups of coffee, you can get “The Lean CX Score” by David McLachlan which outlines, step-by-step, how to create disruptive products and services that are more streamlined, faster, and easier to use than your competition. And when you use it, get ready to see your business thrive and your competition bite the dust.

Lean CX Is The Key To Creating Disruptors

A disruptor is a product, service, or entire business that changes the rules of the game, so that it is seen as better, can scale and grow faster, and sell more than anything in its industry. But what people don’t realise is that disruptors are most commonly created in fields that are already existing – selling products or services that already exist and we know that customers want anyway. The disruptive business just finds ways to streamline the process of creating and delivering what the customer wants. As the Baymard Institute research showed, that can start with an increase of 27% to your online sales channel, but as you continue to use the Lean CX framework to improve and if you ultimately become a disruptor, history has shown us that the sky is the limit.

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Lean CX Infographic – 27% Of Checkouts Are Too Long Or Complicated

October 13, 2017Lean CX Infographicbaymard research, complicated process, customer experience, infographic, Lean, lean book, Lean CX, Lean CX Score, online business, online shopping cart abandon, shopping cartDavid McLachlan

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Your Complicated Process Is Driving Customers Away

Have you ever tried to buy something online recently? With online business taking off like never before, there is a good chance that your answer is “Yes”.

And just like 69% of people, there’s also a good chance that you’ve tried to buy something online but abandoned your shopping cart before you were able to buy.

Did you know that 27 percent of those people who abandoned their online shopping cart, and who weren’t just browsing, abandoned it because the checkout was too long or complicated? That’s a lot of people leaving you at the most critical time, and the good news is “long and complicated” is actually something we can fix.

The Lean CX Score Fixes “Long and Complicated”

What would it mean to you if you had a proven, step-by-step framework for reducing that time and complexity in your checkout experience? For one (as we’ve just seen), you would have a good chance of improving the online sales to your business by up to 27% or even more, which would mean a very tidy jump in profit for you too.

The Lean CX Score is that proven framework. Revealed in the book of the same name by David McLachlan in 2017, the step-by-step framework of Lean CX combines the most important asset of your business (your customers, who pay your bills by buying your product or service, remember?), and Lean or the Toyota Production System, which is one of the most incredible customer-centric improvement methods of the last century. Lean CX has modified both in a ground breaking way to suit Customer Experience and white collar jobs, reduce time and improve ease of use.

Reducing Waste Improves Speed and Happiness

The Lean CX Score outlines five Customer Experience “wastes” – common scenarios that when you fix will have customers clamouring to buy from you. Just a few of those wastes that you need to remove are:

Waiting
Extra Steps
Extra Hand-offs, and;
Rework

While reading the book will give you the full outline of those Lean CX wastes and how to remove them by using the Lean CX Score, you can get an idea of them just with the list above. Let’s take a look:

Rework, or having to redo things, can easily happen on an Online Shopping Cart experience when you have to enter your payment details more than once, or after making a mistake, or having to refresh a form that times out.

Extra Steps could be extra form fields that aren’t really necessary, or that could easily be reduced. In fact Amazon got rid of its form fields completely with its “One Click Buy”. How is that for reducing extra steps?

Excessive Hand-offs could be too many online screens to travel through, where further mistakes can be made.

Are You Ready To Improve Speed and Make Things Easy?

The Lean CX Score is the first book of its kind, that completely outlines an exact step-by-step framework for improving the speed and simplicity of your customer’s experience, helping them buy easily and buy more often.

When you’re ready to profit more, enjoy more happiness and easier work, then I highly recommend you get the book.

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Lean CX Infographic – Online Shopping Cart Abandonment at 69%

October 8, 2017Lean CX Infographicbe like amazon, create a disruptor, customer experience, disruptor, disruptor not disrupted, infographic, lean customer experience, Lean CX, lean cx book, shopping cart abandonmentDavid McLachlan

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69% Of Customers Are Leaving You At The Most Important Time

Online business is booming. Everywhere you look around the world there are businesses ranging from small startups, to huge corporations, to single parents selling home-made items out of their garage, and they’re all moving their sales channels online.

If you are in one of those businesses, this infographic should terrify you. The Baymard Institute found that 69% of customers were abandoning their online shopping carts instead of purchasing the product or service, leaving at the most critical moment for a business in the customer journey – the moment where they actually fork over their cold hard cash.

Businesses Need Money, And Customers Have Money

It seems simple, doesn’t it? Customers pay you money for a product or service, and you use that money to operate your business and (hopefully) turn a profit. The more customers you have, the more money they pay you. The best businesses in the world finds ways to serve millions of people and make billions of dollars in return.

Customers can be business to business (B2B), or business to customer (B2C), or any other type you could think of, but the point is that so many businesses forget about that crucial element – where the money comes from – that lifeblood of any business endeavour. And the key that unlocks that door is Customer Experience, and more specifically Lean CX, but I can’t tell you about that just yet.

This Knowledge Can Make You A Disruptor

So how can this knowledge help you, then?

We know that 69% of customers abandon their online shopping carts, but what can you do with that?

They say “Knowledge is power”, but let’s be honest – you and I already know that knowledge alone is not enough. Having knowledge is definitely a start though – after all, most people you know or work with don’t know this information and in the land of the blind, the one eyed person is king.

No, knowing this is not enough, unless you have a repeatable framework – a lens to look through – that can give you the right action to take. That framework is the Lean CX Score.

The Lean CX Score is a set of six repeatable steps – six questions you can ask that apply to any business endeavour, any product or service and any task your team provides. Step two of the Lean CX Score just happens to be a little thing called “One Step Flow”.

One Step Flow – The Key To Reducing 69% Online Shopping Cart Abandonment

When you have this framework – this repeatable framework you can apply to anything – then suddenly the Baymard Institute research becomes clear. Suddenly you are a genius, instead of another disrupted company.

One Step Flow asks us “Can I get what I want in One Step?”

That means no logging in, no filling out details, no getting your credit cards, no forgetting your password, no checking your balance, and no additional steps that would cause a customer to abandon. Can you think of someone else who created a one-step customer experience?

Amazon.

Their online checkout features a little thing called “One Click Buy”, where a customer is already logged in, usually via an app, and only has to click the buy button and the rest is taken care of. No address details, no payments details, it’s already done.

Now – knowing that 69% of customers abandon their online shopping cart, Amazon effectively got rid of their shopping cart by using the Lean CX Score step of “One Step Flow”. What could that mean for their sales? Is it possible they could increase by 10%? Maybe 30%? What about the full 69%, as word of mouth gets around that they are easy to buy from, and costs are lowered because their process is so streamlined?

Amazon’s stock price has certainly seen some benefit of increased profit over the years (in other words, their stock price is going up, up and up).

Can You Imagine The Possibilities?

With the right step by step, repeatable framework, you can do the same thing as Amazon and completely disrupt the industry that you’re in. Part of disrupting your industry is the secret of One Step Flow, but there are five other steps in the Lean CX Score.

Imagine what you could do with all six? Maybe it’s about time you got the book.

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