Ford EcoSport Review in new Magazine called “The Customer’s Experience”

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On 25th March I posted my review of the new Ford Ecosport. The car is now on sale in New Zealand and doing well getting good reviews. The review sparked an idea to produce a new digital (but easily printable) colour magazine with a focus on a customer’s experience of products and services. So the first edition is all about the Ecosport. I am busy thinking about products and services for Editions 2 and 3. Suggestions welcome and it does not always need to be with me as the Customer, I am happy to write about other people’s experiences.

IMG_1871My experience with the Ecosport was very positive but that does not mean all my experiences of products and services will be!

Putting the magazine together was a good reminder that the only thing that matters is the customer’s perception of their experience. It takes more than sticking up a banner saying we are all about customer experience if your customers hate you!

To view a digital copy of The Customer’s Experience, issue 1, click on the link below:

The Customer’s Experience Issue 1 – Single pages

To download a copy of The Customer’s Experience, issue 1 in booklet printing format, click on the link below:

The Customer’s Experience Issue 1 – Booklet Spread 

Do Board Directors understand cyber crime and what questions should they be asking their CIO?

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iStock_000016722977-cyber crime fighter

The  Economist Intelligence Unit recently published report provides a good quick read, which Directors and Senior Executives should find useful in thinking about questions they should be asking their CIO about their organisation’ s cyber attack prevention and attack recovery strategies.

The most telling finding in my view is that “The level of preparedness is being held back by a lack of understanding about threats.”

Directors need to understand technology so they can understand the threats and then take a governance oversight of the risk management the business has in place.

Directors who do not understand technology and who are not interested in learning, should think about safer occupations. The rise in activist shareholders could mean more private prosecutions of Directors who fail in their governance oversight role in protecting business from economic damage.

 

http://www.economistinsights.com/sites/default/files/EIU_Cyber_incident_response_Are_business_leaders_ready.pdf

Technology and Law-Cloud Computing-new legal problems or the same old issues?

Over the last few months I have been looking at the range of practical and technological issues presented by moves into the Cloud, alongside the legal issues which arise. I have been asking the question “new legal issues or the same old problems?”

To help provide context and some answers we have created this graphic showing the evolution into the cloud and some of the structural changes in the way IT happens, so we can better identify the legal issues and then the legal solutions.

Computing from 1990s to 2000sIn case you are challenged by reading all this small writing there are 3 separate graphics of each phase.

Cloud Computing - On premise Cloud Computing - On Premise:Hosting Cloud Computing - Cloud

 

How ecodriving is delivering on profit and sustainability KPIs

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Many people learn to drive about the same time that they learn to do sex. So I think that for people beyond that age, being told that you could drive differently is as bad as being told you have failed at a key rite of passage and could do better in bed.

It was therefore with some anxiety that I rocked up to take the ecodriver course this week. http://www.ecodriver.co.nz/ecodriver/welcome.html

I am delighted to reassure you that my anxieties were unfounded. Mark Whittaker the founder of ecodriver has a skill in delivering a “saver and safer driver” message with no accompanying feelings of inadequacy.

l-af-nov13-fuel-pump-1Fuel is one of the largest expense items of owning and operating a fleet. If your company is running a fleet with a $1million annual fuel bill, a 10% saving on fuel is 100k straight to the bottom line. 10k off a $100k fuel bill is not to be sniffed at either. While traditional approaches would involve shopping around, fuel is a commodity and there is only so much you can do.

“A 10% saving is possible when your fleet drivers see how small incremental changes to the way they manage their engine makes all the difference”, “saver driving is also safer driving and we find that our ecodriving graduates enjoy the intellectual challenge of renewed focus and rigour around the way they work with their vehicle’s engine” says Mark Whittaker. “Some of our women graduates have particularly liked discovering about their engine’s performance and abilities, having missed out on that traditional father-son learning growing up.”

For me personally having completed the course, the reminders of previous forgotten lessons learned while doing defensive driving, have been great. I learnt way back about looking far ahead to anticipate better and realised this week that far ahead had slipped to something closer to the bonnet than 300-500m away. The next big one for me is to coast even more and to worry less about the impatient idiot behind who wants to race to the lights and screech to a halt. The final one I am working on is gaining more constancy with the throttle because every foot tap is a tap off our environmental future.

My current car is a 10 year old 3 litre BMW and at times I drive it like I am training for Monte Carlo. I am now watching my fuel usage monitor closely and am hoping to show that a big engine does not have to mean a big fuel spend.

zenergyWhat next? Well, next week I am off to Wellington (NZ) to take part in the Z Energy Ecodriver challenge day, competing against others who have also taken the ecodriver course. All the others have been practising longer than me so, just in case I report back next week having got the booby prize, I am starting to work on my feeble but credible excuses!

If you are on a Board or a manager thinking about what else you can do to keep your people safe in their work, improve your sustainability achievements and make more profit: safer and saver driving might just be the answer.

Look out for the next blog for the tale of humiliation or victory!

Have you had your say on the NZ Health and Safety Reform Bill?

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The new Health and Safety Reform Act 2014 which is likely to come into force on 1 April 2015, will have major implications for businesses, charities and NFPs. If your organisation relies on a Board or similar group of non executives for governance you need to understand what this means for your organisation, on top of what the Bill means for the way you keep your staff safe.

Submissions on the Health and Safety Reform Bill close on Friday 9th May. We have sent in a submission.Here it is:

Health & Safety Submission – ZeopardLaw Jennie Vickers Final

Scan 118If you do not have time to submit your own you could submit and say you agree with ZeopardLaw’s Submission. That is of course if you do agree with what we have said!

Submissions can be delivered through the Parliament website Click Here https://www.parliament.nz/en-nz/ECommitteeSubmission/52ec0060-1a4d-4643-8cc0-a2ee00da718b/CreateSubmission

Arb cartoon - Man with weed cutter close up

 

Ford EcoSport Review

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One Ford One Day Many Things to Love
The impact of Ford’s Customer Experience focus on the Ford EcoSport

My mother is over eighty, but that did not stop her being an attendee at naughty driver school last month. In the UK, the Speed Awareness Course is offered as an alternative to a fine and penalty points in many police districts. Just because she is a decade or so older than she admits, she still drives, likes speed and values many of the same features in a car as a young urban eco-conscious driver.

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Driving the Ford EcoSport through Hua Hin Thailand as part of the #EcoSportdrive campaign

In my last blog I reported that I was off to Thailand to test drive the new Ford EcoSport which arrives in New Zealand in April 2014 and has already landed in Australia. It has been a run away success elsewhere in Asia, with a year’s production sold in just 14 days in India.

I am a driver who loves speed and power but am only 5 ft 1inches tall. Performance cars are rarely styled with the short woman in mind but I have always refused to drive any small size, small engine, gutless vehicle targeted at women. I am also passionate about the importance of Customer Experience (#CX) for profitable businesses and am a fierce supporter of those who do it well and a brutal critic of those who do not.

Henry Ford once said: “A business absolutely devoted to service will have only one worry about profits.  They will be embarrassingly large.” I could not agree more and the stats around companies who do CX well confirm this.

The One Ford Strategy was launched by CEO Alan Mulally to address Ford’s failing profitability and fierce competition. One Ford included a new vision and mission around the constructs of One Team, One Plan and One Goal to get a global focus on production to move away from local models developed only for local markets. This vision is being delivered across Ford through the One Ford Development System. This vision and the implementation system seem to be a substantial part of the renewed success being experienced by Ford across the globe (if not yet in Australia).

One Ford Vision sheetMy favourite book on Customer Experience is “Outside In. The Power of Putting Customers at the Center of your Business” by Harley Manning and Kerry Bodine. Manning and Bodine describe a customer experience ecosystem as “the complex set of relationships among a company’s employees, partners and customers that determines the quality of all customer interactions.”  The One Ford vision recognises the importance of the CX ecosystem by talking about a Ford global team working together, but with success measured by all the players in the ecosystem. All focused on putting the customer back at the heart of Ford as Henry intended. one_ford Click here for a downloadable pdf of the One Ford Strategy Map.

The EcoSport was originally launched in the South American market in 2003 (selling over 700 thousand cars) and has been enormously successful, resonating with the emerging eco-conscious, style driven, urban dwellers of countries like Brazil. When the decision was made to take the EcoSport into the ASEAN Markets, the new One Ford Development System was introduced for the creation of the second generation model, to unite the teams, taking them out of their silos and in the direction of “designing for, and around, the customer.lead-with-wisdom

 

In his book “Lead with Wisdom” Mark Strom talks about wisdom and brilliance and says “design is wisdom in making”. He describes the design process as “intellectual, social and physical. …The process is thoughtfully simple and grounded in experience… Good architects don’t start with a list of features. They start with your story of home. ”

Meeting the design and engineering team leaders before and after we test drove the car, it was clear that they were genuinely excited about their achievement in designing and working as One Team, to produce a vehicle they were proud of and that the customers were loving too.  The story of their customers’ lives, not just the shopping list of reviewers and critics, seems to have been driving the design approach.

Test driving the EcoSport

 Key technical specs for the EcoSport and my reflections, are all set out in the panel below entitled “If you’re more interested in torque than talk here’s the lowdown.”

Cutting to the chase, my conclusion is that the EcoSport is a vehicle for all generations. Designed originally for the young eco-focused, style conscious SUV desiring, urban dwellers, I am strongly of the view that it is also a great vehicle for older generations who are looking for similar outcomes, if from a different starting point.  This is a great SUV to drive, with good visibility, comfort, power and still easy on the cost conscious wallet.

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I test drove the EcoSport for a full day in Thailand across various terrain, with a CX customer focus, considering both my requirements as a performance loving urban dweller and those of my speeding mother!

My experience

Men learn quickly in life that a woman’s handbag is a place men should enter with trepidation. The EcoSport has solved that problem, with automatic door control without the need for a key. Once within a metre or so of the car it unlocks automatically. I like the idea that my mother would no longer be hanging around in a dark car park digging around for car keys.

The EcoSport is a bit like a Tardis or for those too young for Dr Who, like Perkins’ tent from Harry Potter. It looks like a roomy SUV but will park in a space designed for a Fiesta. Inside, this mirage of space continues. We had 4 adults comfortable inside with room to spare.

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Short driver still gets great visibility and tall drivers still accommodated with headroom.

Getting in was easy regardless of height or limitations. The driver set up is good. The seat design emulates that of a sporty car and the range of adjustment was good enough to satisfy even a shortie like me. Once set up the range of visibility was good, both front and back and large wing mirrors finished off the 360° perspective.

I have always been a fan of automatic gearboxes and having driven mainly performance cars, do not subscribe to the silly notions of automatic gearboxes lacking in responsiveness. The EcoSport gearbox performed well on overtaking and quick manoeuvres and the sport setting adding some more oomph, if reducing the fuel economy. My only disappointment and caution to my mother, mindful that it is only a 1.5litre engine, is that she is unlikely to beat annoying boy racers off the lights but she should be able to overtake them when their dumb engines splutter at higher revs.

If safety is your thing, the EcoSport has a 5 Star ANCAP Safety Rating and the NZ models have up to 7 airbags.  Hill Launch Assist removes those heart beat moments and a 10.8m turning circle will help back you out of any wrong turns in dodgy parts of town. Four ultrasonic parking sensors should make parking dings a thing of the past and the Boron Steel Body provides a strong protective cage.

w2 EcoSport_Drive _104If storage of stuff or transport of friends, seniors or grandchildren is a concern, the rear seats have 6 different configuration options and with the seats folded and tumbled there was space for a washing machine. We tested this feature using a jigsaw of cubes, which made up to the size of a washing machine. I cannot report success in the jigsaw building competition, our failure due in no small part to my fellow male writers not having seen an actual washing machine before! I can report however that it fitted with room to spare.

There are 20 different storage spaces in the car and I particularly liked the under front seat drawer with room to hide shoes or laptops from prying eyes and the drink can (maybe even lipstick and perfume) cooling space in the glovebox.

The SUV features include 200mm of high ground clearance and capacity to drive through water up to 550mm. I put to the test the balance between comfort and handling, seeking out potholes and pavements and was happy with the result. Although when I had passengers in the rear they were a little less enthusiastic about my pothole test driving!

W1 EcoSport_Drive _060

This was easy driving and not a manoeuvre I would normally attempt in my car.

NZ is the fortunate beneficiary of design features, which take account of monsoon conditions. The rain seals and cladding all work together to create a really quiet interior, which reminded me how noisy planes are, even with noise cancelling headphones. While most New Zealanders are fortunate not to commute in noisy horn invaded rush-hours, the silence inside made turning the volume up and singing along a really attractive option.

SYNC® powered by Microsoft is employed to keep drivers’ hands on the wheel and eyes on the road. The technology allowing you to control phone, stereo and other devices with voice control. One positive side effect we found is that you might improve your diction, otherwise you could be like me requesting Cliff Richards and getting the latest from the rapper, Pitbull, which I can report sounded better than Cliff ever could have.

My partner made me promise not to ask any questions about colours and interiors but I chose to forget my promise! The good news is that New Zealand will be getting a nice range of colours including the awesome orange pictured here. I love orange but have always been of the view that it was wrong, wrong, wrong as a colour for a car. Now I am persuaded otherwise and it would be my pick. The interior choices are pleasing and leather is included in the spec options, which would always be my preference.

Final prices will be announced as part of the launch in New Zealand in April 2014 but expect it to be competitive, realistic and good value for the features delivered.

Wrapping it all up this is a great vehicle. I really appreciate the attention paid to the features drivers, in the target sectors, really value. I would love to find the EcoSport in a hirecar portfolio or fleet and I think this is a great option for anyone looking for a small car, a small to mid sized SUV or even looking for a tardis!

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Ford’s commitment to Customer Experience-Off to Thailand to put it to the test

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Customer Experience CX is a topic I have been passionate about for my whole career. In the early days as a lawyer doing it badly, to now where I run all my businesses around CX principles.

Coming together is a beginning; keeping together is progress; working together is success.
Henry Ford

Ford launched its customer experience movement about 3 years ago. This quote from Henry Ford is coming true in its dealer networks as a result of the introduction of the CX Movement. This blog from SweetIQ looks at the recent successes and improvements.  Sweetiq blog on CX at Fordecosport wadingjpgThis weekend I am off to Thailand to see the Ford CX movement in action as we take this new Ford Ecosport through its paces and hopefully through some mud! Follow this space as well as my updates on LinkedIn Facebook Instagram #ecosportdrive and Twitter, to see how we get on and my conclusion on the Ford CX approach.

Is it time to introduce “Bring your wife to the Boardroom Day” ?

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All the press about International Women’s Day got me thinking about the continuing challenge of achieving all sorts of diversity in all the places that matter across our society. I want to scream every time a man says we would love more women on our Board but we cannot find any interested. Frankly that is rubbish.

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http://www.stuff.co.nz/national/7870784/Bright-lights-of-the-capital-just-a-dream

I read this story in October 2012 while having flown down for a day of meetings in Wellington. It has remained a nagging story in the back of my mind since then. I previously thought I was social and worldly wise. Have a quick read but the startling comment was “Naenae College principal John Russell said that of 26 pupils in a recent year 9 class, 16 had never been to Wellington.” It is our capital city and only 20km away. Most of those kids had never been on a train.

Fast forward to 2014 and I caught a few minutes of a reality show where a young person being given a chance at a job in hospitality, was demonstrating a total absence of any understanding of the basics of polite meeting and greeting. He was keen to learn but even the essentials I learnt at age 5 were unknown to him.

As educated people we make assumptions and presumptions all the time about people’s baseline of knowledge and experience of every day matters. The evidence is increasingly showing that this is a dangerous starting point for decision making on a range of issues in society and in business.

That got me thinking of how can an all male Board of older men make good decisions when they lack diversity in their ranks and no daily insights into the reality of being poor, poorly educated and lacking in opportunities. However, in privileged environments many of these men will have wives engaged in running families, dealing with education, addressing health issues and making a difference to society getting involved with charities and seeing the inequalities in action.

Solution: Introduce Bring your Wife to the Boardroom Day. While we continue with an appalling lack of diversity in gender and social experience on Boards maybe we could encourage these hard working women to come to the Boardroom and shift the thinking. While they maintain that there are no women available to increase Board diversity (despite their intentions) most of them will have at least one at home (or in their lives) who daily demonstrates intellectual and social awareness.

 

Is it time to add the health of your staff’s brains to your health and safety reviews?

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29th March 2014 is BrainDay in Auckland. lead by the amazing Professor Richard Faull, Director for the Centre for Brain Research. This culmination of Brain Week provides an opportunity for people to hear about the latest research on the brain underway at the Centre. Here is the link to their site. 

https://www.fmhs.auckland.ac.nz/faculty/cbr/brainweek/

As employers and directors, people are becoming better at ensuring that talented people with disabilities are welcomed into organisations and enabled to stay but I wonder if we are at the same stage of acceptance and knowledge with dealing with mental illnesses, impairments and neurological challenges.

My work in Mind Mapping and Thinking Skills keeps me reading around the topic of neurology and business. I remain fascinated and an amateur in this area. I am noticing that recently there is more coming across my browser (!) about the increasing brain plasticity changes people face in a world where Google has started to replace some of our traditional thinking skills. If we stop challenging our brains to remember things and thereby building them, because the answer is a click or swipe away, what happens if parts of our brains are impacted in any way?  Do not look to me for the answer, I just have lots of questions!

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The challenge I see is that as the workforce average age increases, we need to be mindful of two things. First, making sure that we all know how to use our brains to the best of our ability; and secondly how to ensure our organisations know how to nurture and keep people with any health issue impacting the brain. We know how to keep someone working with a bad back but what about if it is the brain causing the challenges?

My recent experiences as an observer of New Zealand’s mental health services, is that we are still funding treatment of non brain physical challenges, in a more effective way than those impacting the brain. This inevitably means that employers need to be better equipped to help their good people through whatever they are facing.

If you are in Auckland Brain Day presents a great opportunity to hear from the best and see how your organisation can keep and nurture those with health issues not easily visible.

 

Is it time to have more executive assistants in our organisations again?

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SONY DSCIn the tough times many organisations let their admin assistants and PAs go. Trouble is, our organisations now have, at senior levels, more two finger typists than ever before. Those who let the PAs go worked in an age when the PC was not necessarily the dominate player on every desk. It was possible for them to make do without a dedicated PA. Now the senior ranks across the world is full of men and women who did not learn typing at school and use some variant of the peck. My partner is constantly disturbed at my attacks at the keyboard as if it was an old Remington ball typewriter! I tried typing lessons but the boredom nearly finished me off and I learned to love the value of support.

Seems to me the time has come to rethink how we resource our organisations as economies take a turn for the better. If you pay hundreds of thousands of dollars for executives, why would you force them to do admin work themselves inefficiently and possibly badly.  Lawyers are a great example of highly paid professionals who command high rates for each hour they deliver to clients, yet if you walk around the average law firm you will see many lawyers typing slowly and incompetently at your expense! Great customer experience’s are supported by having the right people doing the right things at the right level of competence.

The discovery that got me thinking along this line this morning was TripIt’s new amazing service that loads up all your travel details into your TripIt account off a pdf of an itinerary or e-ticket in seconds, just by emailing it to them. If you have never tried TripIt, have a go and be amazed at the speed.

This certainly will help all of those who are managing their work without admin assistance or those with a PA who dare not ask with help arranging their vacations. Then it might be time for a 60s style time and motion study and see how much time and money your organisation wastes by not valuing support staff enough.

 

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