Customer journey mapping or funnel optimization? They are different perspectives of the same thing. One is the the view from the customer’s perspective. One is our gated internal process. We need both in our business.
When complex customer problems complicate messaging
Sometimes complex customer problems require complex solutions. We can get stuck in considering how do we address it instead of thinking of the customer first. Addressing the complex problems of your customer requires finding a way to be part of the bigger ecosystem that the customer’s complex issue sits in.
Are you customers tolerating things that really are a retention risk
When a product is new and innovative, there are things customers live with because gains outweigh pains. But is there a future retention risk?
How do you like to delivery bad news?
The reality of being connected all over the world is that sometimes we aren’t nearby. The point is to be “present” with the person receiving the news, regardless of the technology you use. So yes, in person is the best. If you have the luxury.
What is your company’s attitude and response to customer escalation?
There is a broader lessen for all of us who are makers in Boeing’s slow response to ground the 737 Max 8. When something goes wrong, there is often a path of blaming customer-product-company. It’s telling how we deal with issues, errors and flaws. If we leave it until it escalates to company, then its often too late.
Does your company carry operational debt? Or customer experience debt?
In your business do you know what you are NOT doing today because it’s more important than urgent? Do you know what your customers are tolerating about your product or engagement, because on balance they are getting what they need today? Have you future-proofed your product against changes you customers are facing in their own business? Are you delivering both a great experience as well as a great solution?
