ANTIGENcy

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Inoculating companies against inaction, irrelevance, inflexibility and instability.

What is my definition of “Management Consulting?”

If this Antigency concept, at its most root level, is a mash-up of management consulting and vaccine science, I want to be clear as possible and define what I think the principal elements are. I have been asked a lot about this as I had suspected would happen.

I know vaccine science to be just that. Its the science of designing, creating, testing and delivering vaccines. Let’s agree that is vaccine science or part of Epidemiology, Immunology and Biology. Am I right? I am sure there is plenty of debate…but for the sake of simplicity…

Now Management Consulting, on the other hand, is more squishy and ambiguous and has been molested by so many for so long. You can go out tomorrow and claim that you are management consultant. I certainly have. And for that, I have had my ass handed to me enough times to finally get it right and understand my place in it. So here it is; my open-sourced definition of management consulting. Management Consulting is:

  • about the application of consulting methods to address business performance issues within companies and organizations
  • it is used to help companies identify, address and improve key business performance issues across a number of industries
  • typically delivered on an issue-by-issue basis over a set amount of time using a set process
  • identifies and prioritizing issues, creates feasible interventions to address root-causes, tries to measure impact of interventions based on key performance issues
  • seeks opportunities to sell specialized services to other businesses and organizations
  • typically an analytical, left-brain exercise

So there you have it. I would love to flesh this out and gain a broader perspective in the mean time. What do you think?

Filed under: About ANTIGENcy, management consulting, , , ,

ANTIGEN: Broken Multichannel Touchpoint Strategy

Just read this from Forrester and it brought me to the inability to meet consumer’s multi-channel needs ANTIGEN.

Seventy percent of US online consumers research products online and purchase them offline. Based on this behavior, Forrester has identified two consumer categories: multichannel buyers and online window shoppers. Multichannel buyers use the Web for both research and purchases, while online window shoppers use the Web exclusively for researching their offline purchases. Multichannel buyers are almost six times more numerous. They are also more affluent and savvier online users than online window shoppers. The demographic and psychographic differences between these two consumer segments, and examples of how top US retailers are evolving their multichannel strategies in response, offer insights into how eBusiness professionals can enable multichannel consumer behavior.”

So, do you have what it will take to close the loop on your consumer’s online-to-offline needs?

Here is a snapshot of many different touch-point channel opportunities. You should be able to quickly determine if you have a closed-loop strategy to meet more of the complex needs of today’s consumers–or not.

In short, are you thinking about all the ways your business can and should meet the expectations of tomorrow’s customers?

  1. Social Networking
  2. Widgets/Tools
  3. Vodcasts
  4. Natural Search Engines (eg. Google)
  5. RSS Feeds
  6. Print Advertising
  7. Portal Widgets/Tools
  8. Desktop Widgets/Tools
  9. Affiliates (non-dealer)
  10. All Brand Web sites
  11. Events
  12. Broadcast
  13. Video interview (eg. YouTube)
  14. Blogs
  15. Catalog
  16. Customer Service
  17. Direct one-to-one Emails
  18. Distributor/Dealer Events
  19. Marketing emails
  20. Forums
  21. Email to a Friend
  22. Dealer Websites
  23. Dealer Stores
  24. Mobile
  25. Podcasts
  26. POP
  27. PR
  28. Product Returns
  29. Product Exchanges
  30. Product or Service Warranties
  31. Online Personal Data
  32. Payment
  33. Balance Checking
  34. Order Tracking
  35. Account Management
  36. Wishlist Management
  37. Opt-in/Opt-out Management
  38. Password Recovery
  39. Gift Card Purchase/Redemption/Balance Checking
  40. Holiday/Gifting Logistics Related Capabilities
  41. Holiday Hold
  42. Delayed Shipping
  43. Ask a Question
  44. Take Customer Satisfaction Survey
  45. General Feedback
  46. Rush Shipping
  47. Gift Services
  48. Purchase an Item
  49. Purchase Item Using Catalog Number
  50. Edit a Wishlist
  51. Create a Wish List
  52. Delete an Account
  53. Edit an Account
  54. Create an Account
  55. Order Re-tracking
  56. Delete a Wishlist
  57. Send a Wishlist
  58. Purchase an Item from a Wishlist
  59. Opt-in for Emails
  60. Recover Password Again
  61. Opt-out for Catalog
  62. Opt-in for Catalog
  63. Product Reviews
  64. Complain about Service

*attribution to Twiss Interactive for this exhaustive list of touch points.

Filed under: Brands, Consumer, , , , , , , , , , , ,

What ANTIGENcy will do…

We inoculate business against inaction, irrelevance, inflexibility and instability. We start it at the top (executive) level and the bottom (employee) level and work toward the center to gain consensus on problems and possibilities.

We use what is traditionally called “Design Thinking” to both get to the core of the problems and find the best possibilities.

If your looking for the following, we would like to talk to you about an alternative approach.

  1. strategic consulting
  2. business model design
  3. innovation management
  4. change management
  5. organization architecture
  6. brand strategy
  7. positioning
  8. design strategy
  9. culture change
  10. digital transformation

Filed under: About ANTIGENcy, , , , , , , , , , ,

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