If necessity is the mother of invention, then analysis could possibly be the father of change.Most companies spend a lot of time, effort and money getting a customer to call or walk in their door. What happens when they do? This is the point where the magic begins and your customers make the decision to work with you or to move forward and pursue a relationship with someone else.
It makes sense to analyze the customer experience and decide if that experience is of value to your organization. Measurement is the key. Consider for a moment a successful athlete; they do not rely upon their initial training and natural talent. The successful athlete measures the result of each action, every movement and receives constant feedback regarding what breeds results and what does not. Their success is directly related to an attitude of constant improvement.
So how can you begin this process and create an attitude of constant improvement within your own organization?
Check back on Wednesday for 7 steps for creating that attitude.
Michelle Jones
ContactPoint NGA WDDA
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