Tag Archives: outside-in view
Messy processes – Messy customer experiences?
Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately I have head too many times “It is against regulations”. How is it against regulations when others are doing it? Nah, it is just a easy escape from offering bad customer experiences. How many companies actually mix bad internal processes with regulations? Quite many it seems! Continue reading read more
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Tagged business process, customer experience, Customer Journey, janne, lean, Ohtonen, Outside-In, outside-in view, waste
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The Straw Point: How Process Can Win or Lose Customers
In every process we have customer interaction points – how well we manage these “moments of truth” with our customers influences their levels of loyalty towards the firm. Loyal customers spend more and are more likely to recommend the firm to friends or collegues so … read more
