Page 95 - Delivering Authentic Customer Experiences

Principle 6 Delivering Authentic Customer Experiences

Challenge your systems

Effective processes, systems and procedures set out your
operational standards and rules of engagement. They are often
viewed as hygiene factors i.e. people expect them to be in place
and whilst they won’t WOW them, they’ll create a heap of
dissatisfaction if they’re not there, or don’t work as expected.
These management systems are a means of describing the
fundamental deliverables but rely on people to translate and
dispense them. They are therefore worthless if they aren’t
understood by all, applied consistently, and challenged when
they’re not serving your customers.

Be prepared to challenge yourself, your team and your processes
and remember that if you do the things you’ve always done, you’ll
get the results you’ve always got. You need to do something
different to make a difference. Just because you’ve always
functioned in a particular way, doesn’t mean you have to keep
treading the same path, especially when customers are telling you
it leads to a dead end. Things change, customer needs develop,
and you must listen and move with them if you want to stay ahead
of the competition.

Consider this…
• How effective are your current processes, procedures and
people in handling customer complaints?
• How do you track complaints and monitor the reasons your
client’s are unhappy, frustrated or angry?

84