Learning The Customer Experience Three-Step
While rummaging around in my Google Reader I came across a late May post by one of my favorite Social CRM people, Mitch Lieberman. In his post titled, Coordination, Collaboration, and Co-Operation: An Approach To Service Excellence, Mitch discusses the interdependence and distinctions between the three mentioned above.
Enough about Mitch, let’s talk about me for a second. In my organization, we’re in the very early stages of implementing a company-wide customer experience strategy. We’ve identified a number of customer segments in which we’ll begin, and we’ve begun to roll out Voice of the Customer (VOC) processes for them. At the same time, we’re still trying to get thousands of employees on board and get them motivated about the new strategy.
Bearing our “newness” in mind, when I read Mitch’s second sentence, it was as if Special Agent Jethro Gibbs on the TV show, NCIS, had smacked me on the back of the head for forgetting what I consider the obvious.
This sentence resonated with me because, as one responsible for working on both the strategic and the tactical levels of the implementation plan, I realized I had lost sight of the bigger picture. Mitch helped me zoom out to the 50,000 foot level again. I began to wonder:
• Is my organization putting the proper amount of emphasis on each of the three components Mitch mentioned?
• Some of us are more comfortable with one component than the others. How can we use that to make sure we’re covering each in an appropriate fashion?
• Could we develop some sort of checklist based on these three components to ensure we didn’t overlook anything?
• Back to Mitch’s postulate, once we’ve answered my questions above, how can we master that harmonious dance Mitch refers to?
What do you think? If we divide customer experience into three components, people, processes, and technology, will it help us better evaluate our efforts? What do you think about Mitch’s “harmonious dance? Leave a comment below.
Regards,
Glenn
I’m always harmonious on Twitter. Follow me there. I’m @txglennross
