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Amazon is another example of a brand that works backwards, particularly when it comes to developing or updating new products.One part of its strategy is to first write an internal press release describing the end product, largely basing it around a specific customer problem.
If it had the atmosphere of Curry’s, it might prove less appealing… This all stems from Steve Jobs himself, who once said that “you have to start with the customer experience and work backwards towards the technology”.
So, why is this method so effective when it comes to creating an effective CX strategy? The ‘working backwards’ method is defined by a focus on the customer need.
Next, 8 people got on, 3 people alighted, 11 boarded.
These events are linked and happen one after another and we know the exact number of people involved during each event.
The main idea is to solve the problem by reversing the steps from the back to get back to the beginning.
In order to do that, there are 2 important things that we’ll need to know: Spongey boarded the bus when there were some passengers on it.When the bus arrived at the next stop, an additional 8 people boarded the bus and 3 passengers alighted. All 24 people alighted the bus at the bus interchange. Bruce then gave 2/3 of the Lego bricks he had to Brad.How many passengers were there on the bus when Spongey boarded it? In the end, Brad had 270 Lego bricks and Bruce had 45 Lego bricks. Using the first question above as an example, notice how it starts by telling us there were “some passengers”, not telling us the exact number of people there were?When the bus arrived at the next stop, an additional 8 people boarded the bus and 3 passengers alighted. All 24 people alighted the bus at the bus interchange.How many passengers were there on the bus when Spongey boarded it?However, as the bus travels, we know that there are 2 main events which occurred that changes the total number of passengers on the bus each time.In addition, we are given the total number of passengers in the end.Essentially, working backwards means that features or products will always hold intrinsic value to the customer, as they will be rooted in solving a specific and tangible problem. Perhaps not, otherwise every company out there would offer a brilliant CX.Then again, it’s not all that difficult to implement when you take into consideration these key points. If you had walk from home to the parade square, from the parade school to class, and then from your class to the canteen, the natural thing to do to start your search would be to move in the reverse order starting from the end point (the canteen) back to your class, then from your class to the parade square, and from the parade square back home. Did you retrace your steps and think of the places you have been to before getting where you are now?