Or perhaps another questions for anyone that owns
an iPod, iPad or iPhone: when was the last time you pressed “Buy” in the app
store and it didn’t work?
For me, this is at the heart of Systems
Thinking. What does the customer want? –then
design a process that delivers it right-first-time as quickly and as effortlessly
as possible.
Apple may not be perfect, but they do work hard at
get the customer experience right. They
avoid the need for a “Customer Services” desk – because they put all their
effort into making sure it never goes wrong.
Can you imagine the size of the call centre if only
a very small proportion of the 50,000,000,000 app downloads had gone wrong…
When was last time you were “on hold” or had to
call back on numerous occasions when something went wrong with your bank /
insurance / cable / mobile / benefit / claim?
Why couldn’t they design it so that it always worked? Why are you left to feel like it’s your
fault?
What’s happening in your “Customer Services”
desk? How many calls are being received
that are chasing previous errors, mistakes or delays? How much is this costing your business?
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