Tag Archives: Brian Byrne

Shift Your Mindset to Win the War for Customers

Shopping center Magna Plaza in Amsterdam by Tuxyso / Wikimedia Commons / CC-BY-SA-3.0

“I have been up against tough competition all my life. I wouldn’t know how to get along without it.” – Walt Disney
 

Competition for customers is all-out war. To succeed, you must be able to “identify and conquer key profit pools.”

During Total CX Leaders Conference this month, Brian Byrne, President, Aviador and Associates, described the phenomenon of business war gaming and how to create and sustain a robust competitive strategy.

According to Brian, our organizations are waging war on a global V.U.C.A. battlefield. Volatility. Uncertainty. Complexity. Ambiguity. “We are moving from solving a world of problems, which demand speed, analysis and elimination of uncertainty to a world of dilemmas, which demand patience, sense-making and an engagement of uncertainty.”

“This creates a quantum change in the way we buy and sell goods and services – it’s a REtail-VOLUTION. To win the war for customers, you must stretch your mind beyond accepted norms of competition” by:

- Understanding the enemy: character, culture capabilities
- Thinking like them, get into their head (role play)
- Developing disruptive strategic activation
- Scenario-planning opportunities and risks
- Fiercely activating as a Samurai Warrior or Cossack

As war gamers, look for the three dimensions of disruptions (Innosight, 2014) :

1. Customer Diagnostic: Over- and under- served customers. Excessive product complexity. Large segments of non-adopters.

2. Portfolio Diagnostic: Changing value dynamics. Acquisition targets and patterns. Disruptive suppliers in adjacent sectors.

3. Competitor Diagnostic: Emerging “whitespace” segments or differentiated competitors. Strong players in adjacent segments, especially mature markets.

Let’s keep the Total CX Leaders Conference conversations going! Stay connected with TCXL15 at:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

How to Win the Customer Experience Battle

Photo: USMC HUMVEE in battle, Wikimedia Commons

“The customer experience is the next competitive battleground.” – Jerry Gregoire, former CIO of Dell

The quest for quality customer service and winning customers’ loyalty continues to be a major battle for many companies. In “Experiencing the Next Competitive Battleground” by Jena McGregor, Tom Knighton, Executive Vice President, Forum Corp., “expands on what’s driving the increasing importance of the customer experience — and how incremental improvements might not always lead to success.”

Want to learn what it takes to win the customer experience battle? Join Brian Byrne, President, Aviador and Associates, as he presents “Classic Patterns of Competitive War Gaming” during the Total CX Leaders Conference June 3-4 in Miami, Fla.

In this session, Brian will:

  • Describe the classic patterns of competition
  • Share case studies across a range of sectors such as Mobility, Food & Beverage and Personal Care
  • Describe how scenario planning and white space mapping are applied as tools of competitive warfare to identify and conquer key profit pools

Total CX Leaders Conference will help you “learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers.”

Join Brian at Total CX Leaders Conference (TCXL) 2015 in Miami. Register today!

Stay connected with TCXL15:

  • twitter.com/#TCXL15
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/Total Customer Experience Leaders
 

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

    Inside Insights: Brian Byrne

    In the first episode of the Inside Insights Podcast series
    brought to you by The North American Consumer Insights
    Event
    , I sat down with North American Consumer Insights Event
    speaker Brian Byrne, President of Aviador and Associates, to discuss competitive
    War Gaming and the current Apple-Samsung War.
    The North American Consumer Insights Event is a conference
    that showcases the local Canadian culture in its storytelling. With new
    entrants like Target Canada, rapid changes in technology and increasingly
    discerning customers, the Canadian retail industry is in a constant state of
    change, challenging players to adapt strategies and tactics to remain relevant.
     This conference was created for our
    insights community that focuses on the power of insights in motivating smarter
    decision making and shines a particular lens on the local flavor of shopper
    insights in Canada.

    Listen to the full interview here: http://bit.ly/1hEIqgS

    If you’d like to hear more from Brian, don’t miss his double
    session, ‘Classic Patterns of Competitive War Gaming’ at The North American
    Consumer Insights Event on Monday, Sept 29th from 1:30-3:00 pm. The
    event is taking place this September 29-October 1, 2014 in Toronto, Canada.


    For more information about the event and to
    register, click here: http://bit.ly/1kMxqhi