Customer Interactions (CI’s) are taking place all the time. Are your CI’s under control? Can you quantify them? and are they aligned to the Successful Customer Outcome? Some folks might think this is a mountain to climb and don’t even bother to pay attention to those critical moments.
|Customer Interactions – (Click photo for full size)|
High Performance Organizations on the other hand know that engineering the CI’s, designing them Outside-In and keeping them owned and controlled determines every aspect of the Customer Experience.
So let’s take a journey together and start with the basics. If we look at healthcare and hospitals especially we all know the smallest things make the biggest difference. Hygiene for instance.
So what are the smallest things in your business that make that massive difference?