Nothing like a new shoe metaphor for CX readiness to scale!
Last week I went to a fabulous event by TechConnex called The Pulse of the Economy. It was great to see people in person that I’ve done Zoom calls with the past year.
Wanting to look my best and professional. I wore new shoes that matched my outfit and were fresh like the summer that is approaching. Not the old clunky black ones I’ve been kicking about it.
Only thing was the shoes were too new. They were tight across the toes. And when standing in the networking sessions my feet were really sore. I kept sliding my feet out of them. Which didn’t look professional at all!
Afterwards, back home, I Googled how to loosen up new shoes. One suggestion was to stuff rolled up old ski socks in the toes. And then wear them about 30 minutes at a time until they loosen. I’m doing that. Funny enough it’s working.
Can you relate to this for your Customer Experience initiatives. Are you plans for CX readiness like a new shoe?
Sometimes we rush in to try something new before we’ve figured it all out. In the interest of being agile, we jump in and experiment. Knowing we might be able to roll it back just as quickly.
Eager to get it done rather than done well.
Especially when there is pressure to get it going because we want to use it at scale. Or are planning to scale.
I see two directly related lessons in my shoe debacle.
- I could have figured out a process to roll it out slowly and well in the first place. I might have got the shoes well ahead of the event and loosened them up first!
- Having not done (1), instead of just throwing out the shoes in frustration, I am now figuring out how to break them in.
Can you think of a roll out that you have done that felt like breaking in new shoes?
I also posted this on LinkedIn. Please share your comments on the post!