It’s About Disruptors and Engagement

Welcome to the first vlog on Lean CX.  This will follow my journey as a Customer Experience practitioner and author.  I’m making these videos to hone the Lean CX message, and log the process of improving companies, people and myself as I go along.

And where do I get to by the end of this video?  That it’s all about Disruptors and Engagement.  Hope you enjoy!

There is more – much more – coming soon.

Chat to you then – Dave

Transcript:

Dave:   It’s still a bit dark in the morning as you can see, but that sunrise even though it’s not as good now was beautiful this morning!  The reason I took you out this morning is that I want to talk to you about something really really important.

(About the Quad Bike Rider) What an awesome job.  Now that guy wouldn’t
have any problem with engagement – he gets to hoon around on a quad bike all day!  That’s pretty cool.

So I want to show you this – I just got – I just got this back from the printers and what it is is a card deck.  It’s the customer experience card deck.  There’s a leadership card deck as well and it goes through all of those ease-of-use principles to make your job easy to do and to make your product easy to take up as well.  But it all comes down to this – I don’t know if you can see it – but a simple action.  And the thing about simple actions is most people when they’re, you know designing their work or trying to get you to do some work or trying to get you to buy a product it’s harder to make something simple to do.  It’s actually harder for us – it takes more effort and more work for us to design it in a way that is very very simple.  And that’s the point – the framework that I’ve designed makes it easier for you to make it easier for
your workmates and for your customers and doing so has a massive impact on your profit.

So I’m sure these first videos are going to be pretty bad, as I just get up to speed and try and hone the message.  Because the message is really clear to
me – we need to make things easy and the easier we make things then the more people are going to do them.  Whether it’s our workmates or whether it’s the customers we want to buy a product or our application or our service.  So ease of use is absolutely everything and these videos are going to help me hone that message and also show you a little bit of Brisbane City which is an
absolutely beautiful city especially in the morning.

If you can imagine when things are easy to do they’re much easier to buy and
much easier for your workmates to perform so you know the profit, the cost
reduction, all those things flow from ease of use in a massive, massive way and
I just want to log the process of me going along this journey and I hope you
enjoy the series because it’s really going to show you how to create
disruptors and also create engagement in your team.

Thank you for watching!

Chat soon – David McLachlan