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Nine minutes later— nine minutes —we were out the door, new iPhone in hand, iCloud already having restored pretty much everything, and the electronic receipt already in my email inbox. Having to actually talk to customers was icky and took time away from our technical wizardry. This is certainly true for us. Out of sheer brilliance, sheer luck, or sheer exhaustion, I started to not just listen, but hear. Why did they have 8-button phones in the first place, if they really just needed 2-button phones? Twenty years ago, we were putting a fair amount of IT infrastructure expense into the rent.

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On a Friday that summer, my thenyear-old son went swimming with his iPhone ttrue his pocket. The trouble was, none of our business units were created equal.

Because they needed an 8-button phone with the old phone system, and when we put in the new phone system 5 years ago, rather than actually ask our businesses about their needs, we just assumed they still had the same requirements. If something unexpectedly material does occur, handle it as a one-off.

And this particular red wine evidently had a special side effect: Pardon a quick digression as I make a point about this concept of frictionless. The red wine epiphany One of the first revelations I had regarding mariitz need for a change in approach I ended up calling The Red Wine Epiphany. Red wine was consumed.

true loyalty Archives – Maritz Loyalty

That was the phrase projected on the screen behind me when I described it to my organization in a town hall meeting on October 9, With respect to our allocation methodology, trying to model changes of any significance took weeks. Out of sheer brilliance, sheer luck, or sheer exhaustion, I started to not rtue listen, but hear.

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Thanks maeitz advance for your feedback or for sharing your own stories. Four years ago, I can now say we were blind as a bat. Why did they have 8-button phones in the first place, if they really just needed 2-button phones? Red wine is good.

In a town hall, I first described mariitz my organization what frictionless IT service look like, again using a story. And of course, this was all documented cough, cough. That, ladies and gentlemen, is the embodiment of frictionless. The form pre-filled every required field, except one that asked whether I wanted them to ture my credit based on my savings account, checking account, or both. One of the two people in my group who had been, figuratively of course, beating me over the head about the importance of IT maaritz, frequently described his vision of the ideal user experience as being frictionlessor needing to emulate what our users were experiencing at home as consumers.

To have our customers express their appreciation, regularly verbalizing to us and to our Board that our shift is completely tangible? Because we were obsessed with detail, we creatively hardcoded things to get around circular references because, you know, we charge for PC support.

Hear Jeff Smith, Manager of Financial Systems at Maritz, discuss how this team rose above operational karitz to better convey the value of IT services and projects.

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Well, there was this one overnight thing.

My, how I love Amazon! We were hunkered down in our own little bubble, trying to provide reliable technology, exhausted from getting beat up over cost, and starting to get scared about our business units dabbling with the cloud— without us, the infrastructure and technology experts! Four years ago, my division Corporate IT was not held in the highest regard by our customers, the Maritz business units. How Maritz transformed IT services to become a trusted partner.

The remaining expenses end user, networking, PMO, back office apps were held at corporate. If our partners were running with scissors, we needed to be at their side, and if they stumbled, marihz needed to pick them up and encourage them to keep running.

We have to do WHAT? How Maritz transformed IT services to become a trusted partner

Nine minutes later— nine minutes —we were out the door, new iPhone in hand, iCloud already having restored pretty much everything, and the electronic receipt already in my email inbox. Both very necessary in the end analysis, but very different. We have to do WHAT? One of the first revelations I had regarding the need for a change in approach I ended up calling The Red Wine Epiphany.

We arrived at