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Unbendable Customer Experience Rule #3

Never let your business processes dictate your customer's experience.  More>>

December 23, 2010 by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

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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