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Helge Tennø
Helge Tennø

2.2K Followers

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Mar 3

Customer experience vanity metrics

Stop fishing for compliments .. it’s not about you. Stay focused on the customer. — The difference between needs and barriers The reason customers engage with any business is because they have their own problems to solve and they reach out to find solutions that will help them get what they want (Strategyn). To put it short: Every customer is motivated to action by their own need. As they are trying…

Jobs To Be Done

3 min read

Customer experience vanity metrics
Customer experience vanity metrics
Jobs To Be Done

3 min read


Published in Bootcamp

·Updated Feb 27

What has to be true for customer experience to be true?

If we assume that customer experience brings value to both the business and its customers, then what must be true about where and how the customer influences the organization (1)? — Customer experience helps define and shape how we work, what data we use and how we make sense of it, how we incentivize our talents and teams, how we measure our progress, hold ourselves accountable, improve, and celebrate successes (2).

Customer Experience

3 min read

What has to be true for customer experience to be true?
What has to be true for customer experience to be true?
Customer Experience

3 min read


Feb 19

Manage in complexity don’t simplify it

Complexity can’t be simplified it should be managed. — In Dave Snowden’s Cynefin framework (1) there are four quadrants: clear (used to be “simple” until recently), complicated, complex and chaos. The purpose of Cynefin is to help decision makers make sense of their surroundings in order to operate and make decisions in a more optimal way. e.g. don’t make…

Analytics

3 min read

Manage in complexity don’t simplify it
Manage in complexity don’t simplify it
Analytics

3 min read


Feb 9

This is when you know you have innovated ..

Innovation is not the process of coming up with widgets or technologies. It’s about believing in and capitalising on the talent, imagination and brilliance that resides in your culture, your colleagues and your teams. — Innovation is about the willingness to be surprised, the openness and ability to listen and the curiosity to explore even the smallest things. …

Innovation

2 min read

This is when you know you have innovated ..
This is when you know you have innovated ..
Innovation

2 min read


Published in Bootcamp

·Jan 10

Remembering the human in the age of the algorithm

With advanced analytics the organization can discover new information, develop new mental models and explore new types of sense-making. It can understand the world differently and make new hypotheses about what leads to progress. — The promise of the algorithm is to help the organization make sense of the world in ways it never could before. But the algorithm won’t do this on its own. Making a company data driven doesn’t make it anything. Getting the improvements we seek is up to us: the questions…

Data

9 min read

Remembering the human in the age of the algorithm
Remembering the human in the age of the algorithm
Data

9 min read


Dec 11, 2022

Measuring end-2-end from customer to business value

The goal of any measurement is better decisions. How can our measurement invite and support better questions and decisions across the organization? — The attached deck and highlights is from a presentation I was invited to share at the 13th Annual Customer Experience Management Summit in October this year (2022). In this article I am sharing the slide show via Google Slides and a few slides with comments below.

Data

5 min read

Measuring end-2-end from customer to business value
Measuring end-2-end from customer to business value
Data

5 min read


Dec 8, 2022

12 books on the thickness and thinness of our customers and data

If you are in need of a good read these are 12 books which helped me better understand and connect the humans behind our customers with the power and limitations of our data. — 1. You look like a thing and I love you, Janelle Shane Shane explores how Artificial Intelligence (AI) works by building and breaking solutions using AI and Machine Learning. The book is a very good gateway to how these dark boxes work. It’s funny and eye opening. https://www.janelleshane.com/book-you-look-like-a-thing

Data

4 min read

12 books on the thickness and thinness of our customers and data
12 books on the thickness and thinness of our customers and data
Data

4 min read


Published in Bootcamp

·Updated Nov 21, 2022

Writing your company’s customer centric mission statement using Jobs-to-be-done

Jobs-to-be-done has become standard practice for discovering and describing what the customer values that is relevant to the business. It clarifies what progress the customer desires that motivates her needs. The business can benefit from the same clarity and customer centricity when setting its own strategy. — Download Jobs-to-be-done for business canvas here. Jobs-to-be-done for the customer: Using Jobs-to-be-done the team discovers and articulates what progress the customer is trying to achieve or what struggle they are trying to overcome within which context in order to achieve what desired outcome. …

Jobs To Be Done

4 min read

Writing your company’s customer centric mission statement using Jobs-to-be-done
Writing your company’s customer centric mission statement using Jobs-to-be-done
Jobs To Be Done

4 min read


Oct 9, 2022

When not to use Design Thinking

Every method and practice has a problem-fit. Design Thinking is optimal for a certain type of opportunities, do you know which? — Design Thinking has unlocked the customer and introduced a creative approach to problem solving for countless of organizations. As with every solution it needs the right problem to solve. So when is the answer Design Thinking and when is it not? #Introduction — two perspectives

Design

9 min read

When not to use Design Thinking
When not to use Design Thinking
Design

9 min read


Published in Better Programming

·Oct 2, 2022

Are You Solving Problems That Don’t Exist?

Do we blame the solution or the problem when something doesn’t work? — Remko Vermeulen (1) is credited with saying “75% of startups fail because they are solving problems that don’t exist.” Could this be true for every business, not just startups? If maybe not 75%, then 35% or 24%? Are we spending too much time on made-up problems that will never succeed…

Agile

8 min read

Are You Solving Problems That Don’t Exist?
Are You Solving Problems That Don’t Exist?
Agile

8 min read

Helge Tennø

Helge Tennø

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Customer led transformation

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