D
Deleted50669
Guest
As I work to build the opportunity identification muscle, one tactic I've found helpful is visualizing opportunity through empathy.
For me to understand "creating value", I had to first understand that something is valuable to the extent that it removes a displeasure for another person by either fulfilling a desire or reducing a disliked circumstance (a concept thoroughly unpacked in MJ's books). Supplementing traditional market research, empathetic visualization is another tool that can uncover opportunities to improve the lives of others.
At the airport today, A large flight was cancelled, and as predicted people lined up to vent their frustration and find a way home. Id normally play the role of victim in my head and worry about myself and how I will get out of there (I still did this). This time, however, I also asked myself, "What is this gate employee experiencing right now?" This proved to be illuminating. I came up with, 1) fear of not being able to handle the volume and intensity of complaints, 2) anger that they are the messenger being shot at, and 3) they hear the same questions over and over. This catalyzed a solution avalanche. How could the influx of requests be controlled better? Can an automated system reach disgruntled customers before they go to the desk? Would customers be willing to use the system if they understood it? Would that reduce employee turnover? How much would that reduced turnover save the airline during a fiscal year? Etc.
If I stayed focused on myself without having empathy, I never would have had this perspective.
Cheers!
Sent from my iPhone using Tapatalk
For me to understand "creating value", I had to first understand that something is valuable to the extent that it removes a displeasure for another person by either fulfilling a desire or reducing a disliked circumstance (a concept thoroughly unpacked in MJ's books). Supplementing traditional market research, empathetic visualization is another tool that can uncover opportunities to improve the lives of others.
At the airport today, A large flight was cancelled, and as predicted people lined up to vent their frustration and find a way home. Id normally play the role of victim in my head and worry about myself and how I will get out of there (I still did this). This time, however, I also asked myself, "What is this gate employee experiencing right now?" This proved to be illuminating. I came up with, 1) fear of not being able to handle the volume and intensity of complaints, 2) anger that they are the messenger being shot at, and 3) they hear the same questions over and over. This catalyzed a solution avalanche. How could the influx of requests be controlled better? Can an automated system reach disgruntled customers before they go to the desk? Would customers be willing to use the system if they understood it? Would that reduce employee turnover? How much would that reduced turnover save the airline during a fiscal year? Etc.
If I stayed focused on myself without having empathy, I never would have had this perspective.
Cheers!
Sent from my iPhone using Tapatalk
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