When I think about “making the complex simple,” I’m driven to help my clients improve the customer experience.
Companies invest large sums in process improvement initiatives (most of which have a significant information technology component) that have little bearing on customers. There needs to be a favorable return on investment for these initiatives. But, just as importantly, how many improve the customer experience?.
- Via these initiatives, are you making the complex simple?
- Are the people who interact with customers delivering the kind of experience that excites and delights the customer?
- Are systems and processes enabling a better customer experience?
- Is your company and its customer-facing processes a standout in your industry or mediocre at best?
- Are your employees empowered to help customers on the spot or are customers who experience problems subjected to a hellish gantlet to resolve a problem that should have been very easy and quick to resolve?
- Are you treating customers like you would like to be treated?
- Are service levels improved to the extent a customer would even notice?
Systems and processes alone are insufficient to provide a great customer experience.
The human component is one of the highest return investments yet it is usually the most neglected area. Companies need to set high standards and insist that employees rise to meet those standards. Employees who can’t deliver a wonderful customer experience need to go.
Thought for the week:
Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com
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