John’s background in software, technology, and business transformation is built around a diverse customer facing career that utilizes a five step process that underpins everything that he does;
- discover (and understand) the challenges
- document the findings, articulating a range of potential solutions to answer those challenges
- decide the correct approach (people/process/technology, build/buy, timescale, ROI …)
- design and develop the solution
- deploy it
…. at all times maintaining a keen eye on the inevitable change surrounding every one of us and thus the project at hand.
This is coupled with three central tenets to his success
- ‘Passion for People.
- ‘Focus on Everything’. Which might sound contrary, but nothing can be managed in isolation and so each and every challenge is approached holistically, not as a ‘point solution’.
- ‘Everyone Engaged’. John uniquely bridges disparate worlds of expertise; intra-organisational, cross-cultural, customer-vendor, business-technologist … the interfaces in business are proven points of failure. By bridging these boundaries John ensures that he can unlock success.
There are many things that can appear to make an organisation successful, but the success of your customer is the prime driver of any organisation’s success. Moreover, the corollary, not understanding your customer, ‘maximizes your opportunity for failure’.
This is why, no matter what role he assumes, John always puts the ‘customer’ first, front and centre’. He firmly believes that the customer is not an enterprise, not a user, not a market, not a segment. The customer is – every time – a person. It’s a small thought that has a big impact, which is why it might explain after all these years why some pundits are starting to talk about the death of B2B, B2C and B2B2C and have started talking about H2H.