Scrap Strategies

Scrap Strategies Business Strategist & Solutions Architect helping creative business nix frustrations and create raving fans.

We develop operational processes that support strategic business initiatives to help businesses grow in their value avenues.

11/20/2023

Operational changes can suck,
but there's a better way to do them.

In this season of gratitude, I want to extend a tad bit extra towards Raul Hernandez Ochoa for an incredibly aligned conversation.

In this week of Raul's podcast, we cover the importance of human-centered operations (a topic that's an absolute fave of mine) and get into the gritty details of why it matters, how to do it, and how to measure its success.

Take a listen + let me know what you think: https://dogoodwork.io/podcast

What’s the value of consistency?⁠⁠As someone with a fair amount of trust issues, I’m the poster child for the importance...
08/21/2023

What’s the value of consistency?⁠

As someone with a fair amount of trust issues, I’m the poster child for the importance of consistency.⁠

I *need* to exist within a certain amount of reliability in order to feel safe. It’s part of my embedded survival mechanism.⁠

And I’m not the only one.⁠

Your customers are also navigating the world with the same survival fear. Shoot, you might be experiencing it, too.⁠

Now, it’s not that we don’t like adventure. ⁠

Many of us appreciate a vacation from the mundane. ⁠

But when it comes to interactions that seem pivotal to our survival (i.e. where to spend our time and money), we tend to become a whole lot more risk-averse.⁠

What can we as business owners do to ease some of our client’s good ol’ fashioned reptile brain function?⁠

B E ⁠
C O N S I S T E N T⁠

This is the #1 way to enable customers to not only associate YOUR business and brand as the go-to place to have their problems solved, but it also builds trust.⁠

And where we trust, we shop.⁠

The best tool we business owners have to fulfill our promise of consistency is to map and document that experience.⁠

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Take yourself on a wild adventure of journey mapping and experience exploration with the Map An Outstanding Experience mini-course.⁠

Comment ‘delight’ below to get the first lesson delivered straight to you.⁠

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Follow for more small business strategies.⁠
Electronic love letter (newsletter) with fresh insights in the link in bio.⁠

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📷 ⁠

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Pew Research recently took a bold stance on addressing the challenges of presenting generational insights to define audi...
08/15/2023

Pew Research recently took a bold stance on addressing the challenges of presenting generational insights to define audience labels.

They acknowledged generational data as important, but often misleading. And this can be the case for a lot of demographic data.

As business owners, we rely on data to understand what’s happening in our business.

But how can we make business decisions on such a rocky foundation?

Add color to your figures to make the data more meaningful by asking yourself these questions to inform your analysis:

✦When did the change occur?

Consider the time and date to identify the cause and potential effect beyond the single data point.

✦Is this change consistent across all of my platforms?

It's possible that the platform's reporting is incorrect. Check various sources for similar data to validate your finding.

✦Were there changes to your audience during this period?

Any large influx or outflow of audience size, geography, or demographics should be noted and further explored.

✦If there was a change in audience, what may have caused it?

Perhaps the root causes are algorithm changes or a mention on a prominent site.

✦Could the change be due to a trending topic?

Our organizations exist within a larger ecosystem and can be influenced by cultural conversation. The impacting topic can be directly correlated or a byproduct of a supplementary one.

Check keywords on the internet to figure out how you would like to intentionally contribute to the conversation.

Overall, try not to get stuck on what race, age, or education level could say about your audience.

They have so much more to them than what fits in a census box.

Instead, try revisiting how you interpret group data when looking to understand your audience through demographics and use this information to better serve them.

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A version of this insight was originally shared in my newsletter.

If you want to get more perspective on how larger industry events impact small businesses and what we can do about it, get added to my semi-regular newsletter list.

Comment ‘add me in’ to get added to the list.

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Did you know the DIY tool to help you build your audience experience is now available for small service businesses every...
08/12/2023

Did you know the DIY tool to help you build your audience experience is now available for small service businesses everywhere?⁠

Get the tools you need to make ALL of your customer experiences get customers to stay and come back for me.⁠

Throughout 6 mini-chapters, I’ll guide you on how to use the principles of design-thinking to create exceptional customer experiences. ⁠

Here’s the six steps we take to leave to get you the ⭐️⭐️⭐️⭐️⭐️⁠

▹ Define value for your audience ⁠
Uncover the true definition of value. Assess the five types of value to decide what kind of value you want to provide your customer. ⁠

▹ Log your customer’s actions⁠
Capture every customer action to create a great customer experience and segment the journey to allow personalization and flexibility.⁠

▹ Take ownership of the customer experience⁠
Assess areas for improvement and implement corrective actions. Be reminded that even if a bad experience isn't entirely our fault, we have the power to make it better.⁠

▹ Map the full customer experience⁠
Use my arsenal of tools to create a customer experience map and identify the areas where our customer experience could be improved.⁠

▹ Insert moments of delight⁠
My fave! Go beyond mapping an experience by adding moments that convince your customers that y’all were made for each other 💚⁠

▹ Delight at scale⁠
Learn how to operationalize low-value activities to allow deep personalization and connection at the high-value touch points. ⁠

With my new mini-course, Map an Outstanding Customer Experience, you can watch all of the materials in less than an hour.⁠

That means you’ll be able to dive into the important work of empathy mapping, ideation, prototyping, and user testing to develop customer-centric solutions faster.⁠

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Comment ‘delight’ to get a free lesson in your DM.⁠

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Follow for more small business strategies.⁠
Electronic love letter (newsletter) with fresh insights in the link in bio.⁠

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Value is a word that’s often tossed around without much intention. ⁠⁠In corporate spaces there might be a goal of “deliv...
08/05/2023

Value is a word that’s often tossed around without much intention. ⁠

In corporate spaces there might be a goal of “delivering value” and it will probably even have some arbitrary Key Performance Indicator (KPI) attached like an annual revenue goal–⁠

but does selling your product or service in itself qualify as delivering value?⁠
What does delivering value even mean?⁠

Value is delivering benefits that meet the needs and exceed your customer’s expectations.⁠

For a business that’s dedicated to doing good business, value isn’t inherently delivered at the sale. ⁠

It’s what comes *after.*⁠

In an ice cream shop, it’s not the ice cream that is the value.⁠
It’s the happy tummy once it’s consumed or the moment an auntie gets to connect with her niece.⁠

In a design service, it’s not the logo that is the value.⁠
It’s the confidence it brings the business owner to promote their business or the opportunity to build marketing material that brings sales.⁠

When you think about what value actually means for your audience, it becomes a whole lot easier to think about the experience more abstractly and what as a business you can do to better deliver on it.⁠

For the ice cream shop owner, it might be the most delicious ice cream or a kid-friendly play area.⁠

For the designer, it could be including a new entrepreneur starter kit that enables confidence in their packages.⁠

Which area the ice cream shop owner or designer chooses to invest in and lean into is completely dependent on two things:⁠

(1) who your customer is ⁠
(2) who you want to be to your customer⁠

This weekend try this thought exercise:⁠

How can you expand the value you deliver to your audience(s)?⁠

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Learn more about value wheels and how they can apply to your business in my mini-course Map an Outstanding Customer Experience.⁠

Comment ‘give’ to get the first lesson of Map an Outstanding Customer Experience in your DM.⁠

**⁠

Follow for more small business strategies.⁠
Electronic love letter (newsletter) with fresh insights in the link in bio.⁠

**⁠

Get all the tools you need to make every single  customer interaction one that will make an outstanding customer experie...
08/03/2023

Get all the tools you need to make every single customer interaction one that will make an outstanding customer experience your competitive advantage. ⁠

Over the course of 6 mini-chapters, you’ll be guided on how to use the principles of design thinking to create exceptional customer experiences. ⁠

To get the ⭐️⭐️⭐️⭐️⭐️ in one afternoon, I’ll guide you through⁠

▹ Defining value for your audience ⁠

▹ Logging your customer’s actions⁠

▹ Taking ownership of the customer experience⁠

▹ Finally, we’ll map the full customer experience⁠

▹ Insert moments of delight⁠

▹ Talk through delighting at scale⁠

And you’ll get an overall view of how to THINK about customer experiences in a way that leverages the proven power of design thinking.⁠

Comment ‘mini’ to get sample lesson in your DM.⁠

** ⁠

Follow for more small business strategies.⁠
Electronic love letter (newsletter) with fresh insights in the link in bio.⁠

**⁠

“How do I know my customer happiness score is increasing?” pt. 1Surveying your audience is an art form. It’s not just an...
07/31/2023

“How do I know my customer happiness score is increasing?” pt. 1

Surveying your audience is an art form. It’s not just an assembly of questions or a post-service survey that asks “How did we do?”

There is too limited data in that reductive approach to customer satisfaction tracking.

Collecting customer insight is a delicate, but valuable, dance that must cover the 5 W’s of a story.

✦WHO
Even among your audience, you have sub-audiences based on similar characteristics or steps in their journey. Who you collect information from is determined by what you’re looking to learn.

✦WHAT
Determine the customer insight you need or are missing to make the best business decision. The kind of insight you are hoping to receive will inform everything else.

✦WHERE
Determine the best platform to deploy your data-gathering initiative based on the type of information and how your audience likes to interact with you. Consider SMS for a quick ask, DM, or live chat where they can divulge in the DMs if that’s their thing or video or phone chat for more intimate conversations.

✦WHEN
Ever asked a partner a question while they were hangry? Yeah, my partner has made that mistake a couple of times. Timing is important, so make sure that you're capitalizing on the insight you need by asking it at the right time.

✦WHY
Keep centered with your guiding post when determining the above W’s and deciding the type of questions you want to ask.

Once you’ve got the 5 Ws of surveying your audience down, you’re ready to build a survey that provides actionable insight.

And when you take this approach of intentionality to surveys or any interaction with your audience, you capitalize on the opportunity to deepen that relationship.

Save this post for future reference + get excited for tomorrow’s BIG launch!!

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Follow for more small business strategies.
Electronic love letter (newsletter) in the link in bio.

**

It’s small business week, y’all! And in case you didn’t know — we actually *do* make the entire economy go round 🥺Statis...
05/04/2023

It’s small business week, y’all!

And in case you didn’t know — we actually *do* make the entire economy go round 🥺

Statistics from the show that there are 33.2 million small businesses in the US (

Q1 came and went and all we got for it was:🧸A new sibling brand to speak to one of our faves (aka YOU!)💻Two fresh websit...
04/04/2023

Q1 came and went and all we got for it was:

🧸A new sibling brand to speak to one of our faves (aka YOU!)

💻Two fresh websites to help further distinguish between each brand.

🛒 Three new products planned in the pipeline.

💌 One love letter launch (you can sign up for it using the ).

👯‍♀️One new partnership with .

🏠 One new office home to encourage peak productivity and community building.

💚 One new actual tiny home for peak life building with my lovely fiancée.

🎁One huge project wrap up with that we can’t WAIT to see go live into the world.

☕️ 638,298 cups of coffee.

It’s easy to sit in the thick of work and think you’ve accomplished nothing.

Before you go invalidating your Q1 achievements and start building for Q2, make a few minutes to take audit of what you DID accomplish in the last quarter. 🤠 I reckon’ you’d be quite surprised.

I wanna celebrate with you! Tell me how you made the first quarter of 2023 your bish in the comments 👇🏽

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