Book Review "Simply Brilliant" and more about customer experience, businessmodels and employee satisfaction
|Me in the new flexenbahn in St Anton am /A|
After reading the book, you really want to use the things experiences you have just read. I'd like to share a few insights from the book below.
The time of doing business and just 'being average"is officially over. This phenomenon is being played out across the economy and around the world. The problem with traditional organisations and brands is not that they are broken, it is that they are boring. And boring organisations don't lend themselves to runaway success.
We are living in a new world. Customers no longer accept an 'okay job'. It is being exceptional or nothing. It is about "impress me, surprise me, do something I will remember. That is what customers want, that is what organisations have to deliver.
Now after reading these sentences in the beginning of the book, I immediatly had to think about this model shown below. It is from another book, but it perfectly fits in this story. The customer experience journey model.
|Customer Experience Model|
And it also perfectly fits in what I wrote before. Things move away or already have moved away from traditional branding and it is rapidly going to an experience model.
|Picture from the book "simply brilliant" with at the background St Anton's mountains (view from Gampen restaurant). Of course I did all of these slopes, backwards, I was just having a small reading pause :)|
|With SOL cleaning is LOL|
SOL headquarters is in a renovated film studio in the middle of Helsinki. Everything in the building is about culture and at thursdays SOL offers free soup to employees and everybody who cares to drop in. SOL was started as a small business unit in one of the oldest family business companies of Finland. The new CEO (daughter of the founder, Liisa Joronen) had unorthodox ideas about frontline employees and their capacity to make decisions and govern themselves.
This totally clashed with her father's conventional approach but she could continue to try SOL in a separate business unit.
|A customer experience index per touchpoint|