_: The Systems Sucker

Hey - this is me

How to Spot?

This beast lurks inside organisations ‘ processes ensuring there is no join up between how different areas of the business work together. A customer’s journey will appear disjointed with no warm handovers between people .

How to get rid of?

-Firstly map out your existing customer journeys

-Include even the less obvious ones as these are where you’ll find these fiends

-Identify gaps remembering to review customer complaint data and staff input

-Rework journeys, prioritising highest volume areas

About the Storytellers

“If history were taught in the form of stories, it would never be forgotten.”

- Rudyard Kipling

Storytelling is as old as mankind and yet still has a very powerful part to play in modern day business. As we use IT solutions to deliver tables, graphs and charts quickly, there is a danger we will lose the skill of human language and the ability to bring different facts together into a single coherent string that takes the audience on a journey which informs and entertains.

The monsters were developed to demonstrates one of our storytelling approaches that shows how insights and ideas about tackling Customer Experience challenges can be presented in quite a different way to the norm.

Our experience of working client side has been that storytelling is a brilliant way to get across to front line teams, the key things to remember in order to deliver a great service.

So if you fancy banishing the CEM’s that might exist in your organisation, we’ll be happy to talk through more of the process we used to create them and how we could use them to help your organisation.

The Systems Sucker

No comments:

Post a Comment