COS

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This is what we like to do when we need to make a team aware of the potential consequences of customer experience deficits for the company.

In our jargon, this means changing people’s type 2 thinking (more on this in the link in the 1st comment).

You can’t change mindsets by asking people to change. First, they have to want to.

Here’s a little trick that can sometimes prove effective:
1- Get the team in question (10-12 people) together for a work session.
2- Ask them to do a simple exercise: “Imagine that in 5 years’ time we will have lost ALL our customers (not very funny!). Describe our organization’s situation in 5 years’ time, and how we would manage the customer paths that would explain this situation. What will we have missed? What weaknesses will we have?

As the list of problems explaining customer disaffection grows longer and longer…

• We can’t respond to customers quickly enough,
• We’re more expensive than our competitors
• Our product is too dysfunctional
• We’re not available enough for our customers, etc…

…. The faces are breaking up, as they’re describing much of what’s really going on TODAY.
The session lasted 2 hours, but the result is guaranteed: “the light went on”!