We all need a better picture, one that represents both the outside and the in. A representation that brings a clear view of the customer, their interactions and the resulting internal dialogue across people, systems, process and rules. That is what we have here. Something new. Something shiny. And…. something proven.
On a scale of 1-10 what would you respond?
And would you kindly refer me to a friend?
Why is it then almost an after-thought for most large corporates? At best it seems happen chance.
The way to success is to put the effort into creating successful customer outcomes (SCO) and then managing customers expectations to them.
Craft the associated experience and ensure all the interactions (external and internal) contribute to this SCO.
Another perspective? See http://www.successfulcustomeroutcomes.net/2014/11/customer-experience-management-truth.html
And that is not about asking customers what they want – you have to understand the need even when the customer doesn’t know it themselves. Until Apple invented the iPhone 3 none of us knew we needed it.
We call this thinking and the resulting actions Outside-In.
How much do you need to know to know you know you know enough?
There is an industry out there which encourages detailed analysis of the past to understand the future. It didn’t work then, it doesn’t work now.
Stories of generals fighting the last war are legion. So don’t become a victim of Analysis Paralysis.