Business Transformation
Successful Business Transformation
8. Institute change
7. Sustain acceleration
6. Generate short-term wins
5. Enable action by removing barriers
4. Enlist a volunteer army
3. Form a strategic vision and initiatives
2. Build a guiding coalition
1. Create a sense of urgency
Vista Print
Founded in 1995 strong growth through to 2010
In July 2011 founder Robert Keane boldy withheld earnings and committed $10's of millions to improve the CX
RESULT:
Repeat orders are up
Net promoter score up 20% in UK
Stronger brand
Extra fees deleted, discounts scaled back
Trialled in Canada
New company culture
Management identified issues
No customer loyalty
Aiming at upsells
Marketing solely on offers
Cure: Biz transformation
Being honest - if you can't admit things are going wrong you'll never be able to turn around a company, product line or a division.
Evidence
Tesos
Investigated by competition commission for being a monopoly - 'Tescopoly' - was published in 2007 by Economist Andrew Simms
Horse meat
Hammered by Lidl and Aldi
Lost it's CEO
Profit mis-statement scandal
Since then share price halved
In 1920s average lifespan of a S&P500 was 67 years. Today 15
