The business world of today is full of buzzwords, trending concepts, breakthrough methodologies and schools of thought. One area that many are finding impactful and fascinating is the collection of concepts referred to as Design Thinking, Systems Thinking and Customer-Centric product and service design. Given the collaborative nature of our work as we focus on co-creating strategies with our clients, we have also been thinking about this relatively new language used for concepts at the core of effective strategy consulting.
As partners to our diverse client base, we’re leveraging many bodies of work and publications in our support to conscious business leaders and the success of their companies. One of the books we found ourselves referencing a few times this past year was The ONE Thing: The Surprisingly Simple Truth Behind Extraordinary Results by Gary Keller and Jay Papasan. So we asked ourselves: in regard to the customer-centric systems design, what is the one key thing a leadership team should focus on? Before we answer this question, let’s take a closer look at what the various terms - often used interchangeably–in this space actually mean. Do note that these concepts are open to interpretation as practices vary according to industry and application.