In all our discussions around “end to end” processes, value creation and elimination of waste, there is a growing theme that “experience” is key.
The experience of the process participant, whether that is a customer, supplier, colleague, business partner or subcontractor.
Steve Jobs famously said “Simplicity is the ultimate sophistication.”
“It takes a lot of hard work to make something simple, to truly understand the underlying challenges and come up with elegant solutions.”
This is all about the “experience”.
Much of this thinking comes from the world of consumer products and “customer experience” or CX.
Net Promoter Score, or NPS, is a great example that has come from this world and is now being used to help optimise enterprise class business processes.
So, it was timely and fascinating to read an article which we can all take to heart in designing, delivering and executing on great end-to-end process experiences.
“Three Simple Messages Can Dramatically Enhance the Customer Experience. Why Are Companies Afraid to Say Them?”
The article is consumer CX focussed, but we can apply the same thinking in our enterprise process experience.
I think the essence of this brief article is “be brave and be humble”.
- “We can only solve problems we know about. Here is how to tell us!”
- “How to avoid the three most commonly experienced issues with this process or service!”
- “This is what we’ve done with recent feedback from our colleagues, customers and suppliers”
They say the best ideas are simple. Certainly Steve Jobs thought so.
Try embedding this in your process experience.
Let me know how you get on!
Thanks for reading . . .