Customer Focused - Frontline Innovators - Episode # 064

Jon Kent is the Director, Global Telematics at Yanmar. He is passionate about music and making sure that employees on the frontline are ready for any change in technology. Jon sits down with host Justin Lake to talk about how management can better prepare deskless workers for the issues of today and tomorrow.

 

 

Takeaways 

 

• The lack of feedback from constituents and stakeholders is one of the biggest challenges facing companies today.
• Create a feedback form to hear from the frontline workers. They are the ones using the technology and their input is very important.
• Companies are steering away from product focused environments and more to a consumer focused environment.
• Do a month to month review of how things are going. This will allow you to take time and go over things that are really important.
• When you are in a change management role, you aren’t just solving problems for today but also for problems 6 months from now.
• The testers of products are the real advocates. They will go out and mention what works and they will promote a product for you.
• There are regional differences and you have to be prepared for that. Be ready to change tactics depending on where people are located. 

Quote of the show

 

5:54 “A lot of companies and organizations are moving away from a product focused environment and more to a customer focused environment,  internal and external customers. And that draws out the empathy. You can't hide from the feedback of the folks that are using your application, your technologies, or, otherwise. I'm not saying long gone as the days across all companies, but certainly there's a lot less ivory towers around today than there were yesterday.”

Links

 

• LinkedIn: https://www.linkedin.com/in/kentjon/
• Company Website: https://www.yanmar.com/

Ways to Tune In:

 

• Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS 
• Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
• Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
• Stitcher - https://www.stitcher.com/show/frontline-innovators
• Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
• YouTube - https://youtu.be/RluZz8yX4mk