It’s been my experience that the hardest changes to make within the very broad term “customer experience” are the internal ones regarding culture and organization, especially at organizations of any size.
I’ve come to my own conclusions about this. It’s difficult to address and isolate the issues. One reason is because we are each pulled in so many directions these days we have to triage constantly. How can we start to seriously consider our culture, people and attitudes if we are trying to squeeze in these serious questions in between meetings about the (decreasing) budget, the (inevitable) loss of our superstar, or the (stressful) improvements in technology.
So perhaps this weekend, perhaps on your walk from the train station, or perhaps just now, you can disconnect from the busy-ness to get down to business.
Questions to move you forward, if you are brutally honest with your answers:
1. Do our people think of customers first?
Often, the real answer is no. They consider internal factors and forces first.
2. Is there any part of our customer experience I don’t totally understand?
Experience it yourself or get a third party to do this for you.
3. Is there any part of the experience we know isn’t working?
You know the thing. Time to fix it.
Empower yourself to be the change agent you’ve been waiting for. But it starts away from the office.
