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Unbendable Customer Experience Rule #3
Never let your business processes dictate your customer's experience.
Your customers are in your stores and on your sites for the shopper experience, not to experience your processes. Nobody likes waiting, filling out forms, or hearing why "it can't be done." Customers want (and deserve) to be treated in an on-brand manner that shows listening, respect, and service. It's up to the business processes to make that possible. If you shift the thinking in your organization to include an attitude of experience design first / process second, everyone wins: the customer, the employees, and the shareholders.
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Mike Wittenstein
Mike Wittenstein helps his clients beat their competitors by differentiating their brands with memorable and profitable customer experiences. As an interactive agency leader, e-Visionary at IBM, interim CXO, and now as a speaker, Mike has guided hundreds of companies to adjust their front-line experience for bottom-line results. He is the go-to guy on aligning management, marketing, people, and technology to deliver great customer and employee experiences.
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