Much of my work is focused on advising service players on how to capitalise on the digital economy. Here are some guidelines for those looking to pull their business model out of the industrial era: You may have gathered from my written and speaking outputs that I believe that the digital economy is not just […]
Wider themes ade-mccormack, cheapest, cio, commodity, costs, customer experience, desirable, discount king, governance, hidden, impersonators, innovation, IT functions, it-function, luxury, measure, model, operational efficiency, organisations, premium, service, slave labour, suppliers, toxic materials, value
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 […]
If people like you they are more likely to give you the benefit of the doubt if you screw up. If people don’t like you the opposite happens. With this in mind wouldn't it make sense for the IT function to invest in building stronger relationships with its users?
The service spectrum runs from wow (eg. luxury hotel) to ow (eg. IT help desk). Why do the two differ? One group sees the link between their business success and service (aligned KPIs). The other doesn’t. One group is emotionally intelligent. The other makes no allowance for where their customer is coming from. One group […]
Spoke at the Microsoft Tech Days event in Sweden recently. It was geek heaven; deep technology sessions with a heaving exhibition centre that by day was a very high tech amusement arcade and by night a very high tech North African night club. So I had some reservations about my presentation entitled ‘Does the IT […]
IT Service Management is rarely a discussion topic when I am involved in CIO-related activities. Having just returned from the Norwegian IT Service Management Forum I realise this is something of an issue. Service management is very much focused around the IT function getting its process act together in order to become a more responsive […]
When I take my car in to be serviced I just want to know that it will be taken care of. If there are any issues, I don’t want to be subjected to a barrage of technical jargon, which when I ask for a translation can only be expressed in financial terms. The idea behind […]