What number (0 10) would you use to describe your company s customer focus?

Transcription

1 Word Cloud What number (0 10) would you use to describe your company s customer focus? Text the number 22333, and type the phrase KYLEDUKES967 Or Pollev.com/KYLEDUKES967 1

2 Customer Focus What is the Objective of Being Agile? Our highest priority is to satisfy the customer through early and continuous delivery of valuable software. Agile Manifesto Even when they don t yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf. No customer ever asked Amazon to create the Prime membership program, but it sure turns out they wanted it, and I could give you many such examples. Jeff Bezos At your current company, who is your predominant customer? Customer-centric companies are 60% more profitable compared to companies that are not focused on the customer. CMO by Adobe Customer Quotes: 1. Agile is neither top-down nor bottom-up: it is outside-in. The focus is on delivering value to customers. The customer is the boss, not the manager. Steve Denning, Forbes 2. Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves. ~ Steve Jobs 3. Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them. ~ W. Edwards Deming 4. There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam Walton, Walmart founder 2

3 Impact of a Lack of Customer Focus Lack of customer focus, often leads to: 1. Decreased product quality 2. Decreased product innovation 3. Decreased employee talent 4. Decreased morale 5. Increased turnover Low Morale: Decreased Product Innovation: 3

4 Wells Fargo s Fake Account Scandal We will never again lose sight of what is most important you, our customer ~ Wells Fargo CEO Tim Sloan What Happened: 1. Opened up to 3.5 million unauthorized bank and credit card accounts, without customer knowledge or permission (US News) 1. About 190,000 accounts were charged with unnecessary fees for these accounts 2. Wrongly charged over 800,000 customers for car collision insurance that they no longer needed (NY Times) ,000 pushed into delinquency 2. 25,000 cars wrongly repossessed Impact to Wells Fargo: 1. $185 million to regulators 2. $142 million to customers to settle a class-action suit 3. May still face a penalty from the Federal Reserve 4

5 Know Thy Customer 1. Social media 2. Ask customers questions 3. Net Promoter Score 4. Customer events 5. Customer Profile ie Personas 6. Keyword research ie Google Ad-words 7. Customer Data ie web analytics, behavioral data 8. Use Voice of the Customer Technique To Make Important Decisions Cook and T-Mobile CEO John Legere both read and sometimes respond to up to a hundred customer s every day. The customer is in the driver s seat. She is armed with data. She is moving faster than we are. We need to put the customer at the center of everything we do. Greg Petro ~ Forbes "In general, we collect as much information as possible such that we can provide you with the best feedback," said Werner Vogels, Amazon's chief technology officer. Bezos notoriously uses a similar tactic, forwarding s from unsatisfied customers to members of his team and demanding a fix within hours. 5

6 Deliver Business Value (Fast) September 14, 2017

7 Introduction

8 A what? An Ippon! 300 END-TO-END SOFTWARE DELIVERY employees $22 million 2015 revenue $26 million BIG DATA DIGITAL TRANSFORMATION CLOUD 2016 revenue Global France Paris Bordeaux Nantes Lyon USA Richmond, VA Washington, DC NYC Charlotte, NC Australia Melbourne Morocco Marrakech CONSULTING AGILE, LEAN, AND DEVOPS USER EXPERIENCE DEVELOPMENT OPERATIONS Ippon 2017

9 How do we deliver business value quickly? Automated testing! Automated testing! Automated testing! Unit testing, integration testing, acceptance testing, code coverage Everyone s dream -> fast deployments to production Automated provisioning (i.e. cloud), automated builds/deploys A case study in fast delivery JHipster Culture Coaching Stone Soup Proof-of-concepts Ippon Technologies 2017

10 Testing

11 Quality ensures time to market

12 Quality of an application reflects the quality of an organization that has built it (Conway s Law)

13 Test pyramid Acceptance Integration Unit Ice cream Integrity (compiler) Readable code Ippon Technologies 2017

14 Fast Deployment

15 Automated Provisioning Tools Ippon Technologies 2017

16 Automated Build, Provision and Deploy Version Control Pull Request Continuous Integration Dynamic Provisionin g / Deployment Ippon Technologies 2017

17 Fast Development

18 Java Ippon Technologies 2017

19 Spring Ippon Technologies 2017

20 JHipster Ippon Technologies 2017

21 Microservices Ippon Technologies 2017

22 Deployment Options Ippon Technologies 2017

23 Culture

24 Coaching Ippon Technologies 2017

25 Stone Soup Ippon Technologies 2017

26 Proof-of-concepts Ippon Technologies 2017

27 PARIS BORDEAUX NANTES LYON MARRAKECH WASHINGTON DC NEW YORK RICHMOND MELBOURNE

28 Bio: Kyle Dukes Independent Lean Agile Coach & linkedin.com/in/kyledukes Players to be Named Later 28