Leading companies go the extra mile in Customer Experience
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If I provide consulting to you on Product Design, or manage product development, you will likely find in me an obsessive desire to focus only on User Experience.
At CDF the engineering lifecycle does not look at requirements or design — Engineering is asked to look only at “User Design”, which is a detailed description of what a user should feel when using something, even if it requires 4 more hours of tweaking code in places that makes no sense.
With product design, this same obsession expands to all aspects of the product — the brand, the marketing message, the distribution plan — everything has to reflect a story of (1) What you stand for (2) What the customer will feel by working you, and (3) How you will continue to provide that presence and insight.
But — does it really matter? The #1 Question I get from CEOs and Product Managers is “Why dont we launch a limited product which just proves the concept and then improve it over time?”
Today, I found the one-line answer I have been looking for.
Dale Wolf, part of the fantastic group of passionate experts at www.perfectCEM.com, puts it beautifully in this post:
I get asked all the time why I think delivering a perfect customer
experience is so important. My knee-jerk response is “do you want to
deliver an imperfect customer experience?”
What’s more, Dale has collected insights from leading businesses on whether or not it is important.
So, does going the extra hard work matter? HP, Dell, Computer Associates, Motorola, The Home Depot, Xerox, and many others seem to think so. Check out the post linked above for that document.
Shouldn’t you be looking into best-of-class business or engineering practices as well?
—-
As a side note, Dale Wolf was also kind enough to write a wonderful warm comment on Green & White, and such professionalism is always a treat. I’d like to highlight that comment below.
Thanks for the compliment about www.perfectCEM.com … we’re trying real hard to deliver good Cx
content, but as you know this is more a passion than a vocation. I just put up a
post that offers a download of a little research I just completed. I got tired
of colleagues who prefer to stay with a product-centric approach instead of
making the jump to Cx … the basic challenge was whether this Cx stuff is real or
a fad. So I put together a dowloadable document on 25 Business Leaders Who are
Committed to Customer Experience. It is accessable at http://contextrules.typepad.com/transformer/2007/03/is_customer_exp.html.
Best
wishes to “the other osama† Dale Wolf
1:31 pm
This is what global peace is all about. Together we are all stronger. Our differences unite us around our commonalities. Best wishes — Dale
5:46 pm
I couldn’t agree more