I apply a paradox or two from tennis to how I look at customer journey improvements.
In tennis it’s important to play one point at a time. What seems contrary is we’re also told that some points are bigger than others. Serve. Advantage. Game Point. Match Point. Championship point.
I was also taught to bring all my shots up to a consistent level. The paradox – use your weapons, know your best shot, and use it to its best advantage. Federer’s serve. Nadal’s power. Ashleigh Barty’s athleticism.
So how can we use this analogy to improve our customer’s experience on their journey with us.
I believe It directly translates into the following guidelines:
- Some touchpoints on the customer journey are bigger than others, do more at these points.
- Create a consistent level of quality in every touchpoint, not just the big ones.
- Know your company strengths and utilize these when you engage with customers.
- Focus on one touchpoint at a time. One customer at a time.
In my latest blog post, I expand on these ideas with examples.
>>> Head over here to read the post.
I know that it can be a lot to implement all at once. If we approach customer journey improvements as a disciplined practice, we can evolve each touchpoint over time.
And like most practices, we get better by doing, learning, and tweaking. One touchpoint at a time.
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