DISRUPTION, consequence of falling in love with the customer
Disruption, or innovative disruption as some may call it, is being used to help companies to improve business and certainly an important method to take Customer Support & Services to excellence levels.
As part of the business management basics we shall implement continuous improvement processes, and keep implementing incremental improvements.
These is best practice and shall continue.
all continue.
However, sometimes we need more, we need bigger steps, widen the range of companies capabilities and possibilities, get to the unexplored.
Then we need disruption, open new avenues, new markets, new eyes to the business, simpler and cheaper ways to do business creating competitive advantages.
In this moment what you really need is think outside the box, abandon/challenge the old way, the old habits, change the way you think and see, rupture with the current business model and create a more agile, simple one.
After reading several articles and materials from different specialists (references at the end) I am listing below some interesting highlights which might help you understand better what, why, where, when and how to use such methodology.
Clayton Christensen (Harvard Business School professor) introduced the idea of “disruptive innovation.” He used this phrase as a way to think about successful companies not just meeting customers’ current needs, but anticipating their unstated or future needs. His theory worked to explain how small companies with minimal resources were able to enter a market and displace the established system.
It is very difficult to spot the winning disruptive opportunities, especially when disruptive ideas require other players in the ecosystem to acknowledge and embrace the change.
How to implement disruption?
What matters more is falling in love with your customer, not your product. When you clearly identify the business you are really in, you will be poised to anticipate your customers’ needs and experience incredible growth. By anticipating the needs, and changing needs, of your customers, innovation and disruption will begin to occur naturally. Think of it as disrupting your business as usual, instead of pushing for industry disruption.
Some important characteristics you need to build in the team to promote disruptions:
· Have a burning desire to participate in designing solutions that address hyper-local to global issues that affect humanity and the sustainability of the life-support systems that sustain the planet
· Be open to sharing, exchange, and collaboration
· Be a pioneer who is willing to fail, discover, curiously explore, and change a core part of what they do in the world
· See problems as opportunities
· Love a problem arena, which essentially is any arena in which you wish to create positive change
· Be critical and flexible thinking framework (along with a bit of rebellious flare)
Follow these 3 basic stages:
· Mining: (problem loving phase)
Dive deep into the problem. Develop research approaches. Explore the elements with it.
· Landscaping: (systems mapping phase)
Identify the main elements in the system and map how they interact, relate and connect
· Building (ideation and intervention)
Solutions emerge from the last two stages. Explore options, viability and possibility. Test, prototype, repeat.
If you are not disrupting the organization, and not making the significant changes to the day-to-day culture of putting the customer first, you are not adding value to your company.
Disruption and overhauling are two crucial parts to making Customer Experiences great, and without them, you will not have the success your organization expects.
Be passionate about Customer Experience and what it takes to make one outstanding.
All of these things are vital to moving an organization where they want to be, to the next level of thinking.
Feb 2019
References:
https://en.wikipedia.org/wiki/Disruptive_innovation
https://en.wikipedia.org/wiki/Creative_disruption
https://www.tonyrobbins.com/career-business/what-disruption-really-means/ (Tony Robbins blog)
https://medium.com/disruptive-design/what-is-disruptive-design-5988e290ad88 (by Leila Acaroglu)