Just because a process in your business goes unchallenged, and maybe unnoticed, doesn’t mean it has no impact.
Consider that every little obstacle between what you do and what your customers want to achieve adds to the effort required for someone to do business with you.
What customers remember the most is how they felt during the entire experience of dealing with your company. Frictionless interactions are really good for business but they require a high degree of empathy to pull-off.
So the real question is: how empathetic is your business?
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The world is changing. Not overnight and not all at once, but it is changing nevertheless. In my talks to corporate groups, CEOs, VPs and industry leaders I gleam insights of how this change is happening. What evidence exists. Why some things happen and not others and how we can best take advantage of it all to do better. In Observations I catalogue it all. Brief, to the point and open to discussion.