The Pareto Principle, also known as the 80/20 rule, is a powerful tool that can be applied to various aspects of business, including Customer Centric Deliverables (CCD). This principle suggests that 80% of effects come from 20% of causes. In the context of CCD, it implies that a significant portion of customer satisfaction and business results can be attributed to a small fraction of your customer-centric efforts.
To rank CCD using the Pareto Principle, you need to identify which deliverables are contributing most significantly to customer satisfaction and business outcomes. This involves collecting and analysing data on various aspects such as customer feedback, sales figures, and other relevant metrics.
Once you have this data, you can apply the Pareto Principle by focusing on the top 20% of deliverables that are generating 80% of the positive results. These are your high-impact deliverables that should be prioritised.
Prioritising CCD based on customer experiences is another crucial aspect. Customer experiences can provide valuable insights into what is working well and what needs improvement. By understanding your customers’ experiences, you can identify which deliverables are most important to them and should therefore be prioritised.
For instance, if customers frequently mention a particular feature or service in their feedback, it’s likely that this deliverable is highly valued and should be prioritised. Conversely, if a deliverable rarely gets mentioned or receives negative feedback, it may not be as important to customers and could potentially be deprioritised.
Using an Infograph:
An infograph can be an effective way to visualise this process. It could start with all your CCD listed down one side. Then, using data on customer feedback and business outcomes, you could rank these deliverables from highest to lowest impact.
The top 20% of deliverables (those contributing to 80% of positive results) could then be highlighted or colour-coded to indicate their priority. This would provide a clear, visual representation of which CCD should be prioritised according to the Pareto Principle and customer experiences.
Conclusion and Next Steps:
In conclusion, the Pareto Principle can be a powerful tool for ranking and prioritising CCD. By focusing on the deliverables that are contributing most significantly to customer satisfaction and business outcomes, you can ensure that your efforts are being directed where they will have the most impact.
The next step is to take action based on these insights. This could involve investing more resources into high-priority deliverables, improving those that are underperforming, or even discontinuing low-impact deliverables to free up resources for more important areas.
Remember, the goal is not just to satisfy customers but to delight them. By prioritising CCD based on the Pareto Principle and customer experiences, you can ensure that your efforts are focused on what truly matters to your customers.