CUSTOMERS HAVE JOBS TO DO
EVI applies the theories of Clayton Christensen in the real world. He asserts that every customer has a “job to be done.” One customer may need to get lightweight eyeglasses. Another wants to go on a mini-vacation to forget a break-up. A third wants to buy a computer they can put to work. Each of these jobs is described in the video below by real-world customers. They were willing to pay hard-earned money to get their job done.
A BRAND PROMISES THE JOB WILL GET DONE
Customers make deliberate choices to rely on brands to solve problems that are not fun or easy to do on their own. By default, they expect a swift and effective outcome based on the promise made by each brand. They even hope to experience some delight during the interaction. The their friends stories of great experiences, showing they have good judgement. Markets grow rapidly through word-of-mouth when brands exceed expectations.
IT MATTERS WHETHER THE PROMISE IS KEPT
Bain & Co. found that increasing customer retention rates by 5% increases profits by as much as 95%. EVI focuses on building scalable systems that will enable your brand to delight the customer consistently. Tempkin Group calculated that a moderate increase in Customer Experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues.
KEEPING BRAND PROMISES: FIVE-PART SERIES ON BUSINESS ARCHITECTURE
Introduction to a five-part lecture series on the traditional components of Business Architecture: Strategy, Business Models, and Business Processes. In a major breakthrough, EVI introduces a new foundation to the architecture through Cost Accounting.
As a follow-up to questions raised in the EVI Calculator, this lecture highlights the three primary options for Strategy: Growth, Renewal, and Stability. It also discusses Tactic in each option and describes why and how they support investments made through an EVI initiative.
There were 16 possible Business Models in the age tangible assets. This has increased in the age intangible assets. This lecture will show examples of contemporary models and will provide an introduction to the ways in which modern technologies enable faster innovation.
