In the C-Suite: Discount King
There are three major differentiators in respect of the customer experience, namely, cheapest (commodity), most desirable (luxury) and best value (premium). Many organisations try to pass off cheapest as best value. A quick look behind the scenes soon shows the hidden (to you) costs such as the use of toxic materials and slave labour.
Pressure is building to ‘out’ the best value impersonators. Given the role IT can play in respect of operational efficiency, innovation, the customer experience and governance, why is it that most organisations continue to engage with their IT functions from a cost management perspective? This simply pushes the CIO into becoming the discount king in respect of the service he delivers.
A true measure of an impersonator is the model employed by their suppliers, whether internal or external. If you claim to be something other than cheapest then engage with your IT function accordingly.
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Good advice Ade.
I just read a great book that drives home this concept in a big way.
The Wal-Mart Effect by Charles Fishman exposes some very dramatic, sometimes disturbing examples of how consumerism and the drive for lower prices impacts our daily lives and the lives of others. It really made me think there must be a better way.
It is certainly worth a read.