“Focus on the customer outcome first and the customer journey second.”
Some people disagree with this but I haven't heard a compelling argument to change the way I think about this yet.
What examples do you have of a company that delivered a great journey but didn't deliver the successful outcome?
The way I see it - there’s 2 parts of Customer Experience
1. The outcome
2. The journey to the outcome
I think we need to approach them in that order too. Understand your customer’s successful outcome then build the journey to deliver it.
It doesn’t matter how well you’ve designed the journey, if it doesn’t deliver the Successful Customer Outcome - you’ve failed.
If a customer misunderstands something about your products or services - whose fault is it?
The easiest way to turn your customers into superfans is to turn your employees into rockstars.
What's your best advice for tuning employees into rockstars?
Clip from my appearance on the Engati podcast
Maybe you should.
D - Define your company by the outcome you deliver not the output
U - Understand who the world leaders are at delivering that outcome (outside of your industry)
M - Model their mindsets, philosophies and principles.
B - Benchmark your company against THOSE companies.
The 2 Rules of Proactive Experience Recovery.
1. The problem you want to fix in the experience has to be one you can actually monitor.
2. You have to commit to a solution that you will deliver 100% of the time.
The aim of PXR is to have companies CONSISTENTLY fixing experiences in the experiences, not just when they feel like it.
Do you think companies make getting refunds difficult on purpose - or am I just cynical?
Clip from the Sabio podcast, talking about Proactive Experience Recovery (PXR)
When is bad, bad enough for you to do something about it?
If you are looking to go down the path of Proactive Experience Recovery 2 of the things you need to decide on early in the process are: Triggers & Thresholds.
Trigger - What is the bad thing that might happen?
Threshold - How bad does it need to be for us to do something about it?
There is a difference between a flight being delayed for 10 minutes and a flight being delayed for 10 hours.
I've got a whole 19 step methodology with a 6 step implementation plan for PXR - if you're interested in it DM me and I'll send it for free.
When I talk about Proactive Experience Recovery, I usually get someone comment or message me privately asking; why, even though it seems like a no-brainer, don't more companies do it?
The truth is that there isn't enough data to show that it's worthwhile and most companies are followers, not leaders. They want to see someone else do it successfully first, then they will consider it.
I have recently received some data (that has been anonymized at the company's request) that shows the correlation between PXR spend and increased revenue. I'll post this in the comments.
If you are curious about this and want to know more please just drop me a message, I'd be over the moon to help some more followers become leaders.
4 Ways to deal with something going wrong in business:
1: Ignore it
2: When a customer brings it up, blame it on them.
3: When the customer gets annoyed enough, put it right.
4: Proactively put it right without the customer having to ask.
Where do you think most businesses are playing today? 1,2,3 or 4?