Learning Launch

Challenge:

Our challenge was to implement alternatives to payment for troubled clients, affected by the  pandemic. We launched an alternative called “Novations”, that allowed the reduction of the quota  that customers had to pay monthly through a tome-limit. Our aim was to relieve the client´s cash  flow to make payment in a timely manner with their new income level. We only had 2%  effectiveness in accepting the alternative.

Selection:

I select Learning Launch tool since we usually take our individual perception. We are pushy and  believe that out ideas are the best, without subjecting them to the necessary validation.  Furthermore, we fall into the mistake of believing that the right solution for a few clients can be  generalized for all and we do not seek further.

We are short-sighted and we want to implement quickly without reaching the bottom of their needs,  we do not see the essential. We solved too quickly without understanding, that increases our risk  of failure. We don´t solve the inarticulate need of customers who realize that they don´t get what  they expect, they lose their trust and leave.

Application:

We made a big mistake. We don´t apply Learning Launch before we launch the alternative. We did  not validate customers if the alternative was good for them, if it was easy and if it was to settle in  the current situation, for this reason, we had very low effectiveness and we did not help out  customers that was our main challenge.

We´re looking reactively. We called several clients, who had not accepted the alternative, identifying  the causes of their rejection. We choose clients with different levels of income, with critical, average  and low affections, with different products and deadlines. We found out that they did not  understand the benefits of the alternative, and not everyone had the same problem. Some of them  were not seeking to increase their deadlines, preferred discounts for the full payment of their  obligation. Other clients, they required longer deadlines to which we offered and others wanted to  pay with the guarantee, because they had no income.

We must always Launch Learning before we implement our initiatives. This tool allows us to validate,  with our clients, if our ideas are good and that the solution you are experiencing satisfies their needs  and generates values.

Learning Launch helps us eliminate the mistakes we usually make:

•  Suppose about the unknown (to guess)

•  Confirmation bias

•  Data Quality (less quantity)

•  Individual thinking

•  Waste of time and Money

•  Don´t look what´s important

Insight:

We are often afraid of lose with our proposed initiatives, but Learning Launch allows us to learn  more from our clients and their needs. If we learn new things, we won´t fail. This is already a big  profit. It´s about feeling and living the process of discovering, rather than getting a goal.

If you can identify that the solution you are expecting satisfies the pressing need of customers, not  only will they buy solutions but become the best sellers of your products or services, achieving their  loyalty and preference through an emotional connection, making them feel unique.

Approach:

If we had applied Learning Launch, before we launched the payment alternative, we would have  realized that customers didn´t understand their benefits. It involved a lot of operational activity and  difficulty in making the payment. In addition, we would have understood that each client had a  different situation than a care and a solution that would be in line with their particular need. We  would have taken different alternatives according to customer affecting and preferences.

For the next initiatives, we will use Launch Learning tool to test our ideas, to learn, improve, or if we  need to file those that don not work under the current conditions. I have a genuine interest in the  needs of my clients, to know them and to understand if we are satisfying their needs to achieve  their loyalty and preference an by this way get value for everyone.


Learning Launch Challenge : Our challenge was to implement alternatives to payment for troubled clients , affected by the pandemic . We launched an alternative called “ Novations ” , that allowed the reduction of the quota that customers had to pay monthly through a tome - limit . Our aim was to relieve the client´s cash flow to make payment in a timely manner with their new income level . We only had 2 % effectiveness in accepting the alternative . Selection : I select Learning Launch tool since we usually take our individual perception . We are pushy and believe that out ideas are the best , without subjecting them to the necessary validation . Furthermore , we fall into the mistake of believing that the right solution for a few clients can be generalized for all and we do not seek further . We are short - sighted and we want to implement quickly without reaching the bottom of their needs , we do not see the essential . We solved too quickly without understanding , that increases our risk of failure . We don´t solve the inarticulate need of customers who realize that they don´t get what they expect , they lose their trust and leave . Application : We made a big mistake . We don´t apply Learning Launch before we launch the alternative . We did not validate customers if the alternative was good for them , if it was easy and if it was to settle in the current situation , for this reason , we had very low effectiveness and we did not help out customers that was our main challenge . We´re looking reactively . We called several clients , who had not accepted the alternative , identifying the causes of their rejection . We choose clients with different levels of income , with critical , average and low affections , with different products and deadlines . We found out that they did not understand the benefits of the alternative , and not everyone had the same problem . Some of them were not seeking to increase their deadlines , preferred discounts for the full payment of their obligation . Other clients , they required longer deadlines to which we offered and others wanted to pay with the guarantee , because they had no income . We must always Launch Learning before we implement our initiatives . This tool allows us to validate , with our clients , if our ideas are good and that the solution you are experiencing satisfies their needs and generates values . Learning Launch helps us eliminate the mistakes we usually make : • Suppose about the unknown ( to guess ) • Confirmation bias • Data Quality ( less quantity ) • Individual thinking • Waste of time and Money • Don´t look what´s important Insight : We are often afraid of lose with our proposed initiatives , but Learning Launch allows us to learn more from our clients and their needs . If we learn new things , we won´t fail . This is already a big profit . It´s about feeling and living the process of discovering , rather than getting a goal . If you can identify that the solution you are expecting satisfies the pressing need of customers , not only will they buy solutions but become the best sellers of your products or services , achieving their loyalty and preference through an emotional connection , making them feel unique . Approach : If we had applied Learning Launch , before we launched the payment alternative , we would have realized that customers didn´t understand their benefits . It involved a lot of operational activity and difficulty in making the payment . In addition , we would have understood that each client had a different situation than a care and a solution that would be in line with their particular need . We would have taken different alternatives according to customer affecting and preferences . For the next initiatives , we will use Launch Learning tool to test our ideas , to learn , improve , or if we need to file those that don not work under the current conditions . I have a genuine interest in the needs of my clients , to know them and to understand if we are satisfying their needs to achieve their loyalty and preference an by this way get value for everyone .