This is an excerpt from "The Lean CX Score." Get your copy now and start creating disruptors that completely annihilate your competition. Oh and good news! You'll be improving the speed, morale and engagement of your teams at the same time. Get the Lean CX Score now.
A New Way to Tell If What You’re Doing Works
By now I hope you’re coming on this journey and you’re keen to improve your Customer Experience. But how do we tell if what we’re doing works? Well, let’s break it down.
What works? You could say that if your product is selling, it works. If customers are not complaining, it works. If customers are coming back time and time again with a smile on their face, it works (that’s true for old bricks-and-mortar businesses and disruptive new products – they all need customers). And, if your team is happy and productive, it works. That sounds fair, right?
But how do we get there? That place where customers are lining up to buy from us? Let’s break it down further.
A Bad Customer Experience – Ever Had One?
Businesses that fail at Customer Experience make it complicated, slow, or difficult. Which means that logically, good CX is exactly the opposite.
After all, have you ever had a bad customer experience? Silly question, I know. Of course you have. Like that time you tried buying something, but the experience was so bad it just ended up being too much hassle? These days it can seem as though many interactions we have are like this. Maybe the store clerk was bored, or just didn’t care. Maybe the call centre operator was particularly rude. Maybe the website didn’t have enough information, or the wait time to be served was 10 times longer than you wanted.
So in our imaginary example, if you did manage to buy it, the experience was tainted and you would be unlikely to return. Most people simply give up and go somewhere else (i.e. to the competition).
Now if you had a choice between these, which would you choose?
Simple, Faster, and Easy to Do
We’ve seen what good CX isn’t. So let’s flip it around and look at what it is.
If something is simple and easy to do, then the natural path is for people to do it. If your work process is easy to do, you’ll probably get it done. After all, why wouldn’t you do something that’s easy?
If a product is easy to use, then people will use it. If it’s easy to buy, then they are more likely to buy it. In other words, if “slow and complicated” are a good reasons to leave a business, then “Simple, Fast and Easy to do” are good reasons to stay.
So that becomes our aim in creating an incredible CX.
We’ve already looked at simple, but why should it be fast? Time is quickly becoming one of the most precious commodities on earth, with people used to getting instant gratification for the things they want. In fact, time is so precious that people will pay other people to walk their dogs for them, go shopping for them, and would rather jump online to order something and have it delivered if it means they can save the time and effort of getting dressed and going out.
Another way of saying this is: If your product or service takes a long time, your customer will be looking at their watch and heading for the door (i.e. to your competition again. Getting the picture?). Simple, Fast and Easy to do are all equally important.
Sure, “Simple and Easy” Sounds Good, But How Can I Actually Put It Into Practice?
That’s a good question. Like any of these new terms, the idea of “Simple, Fast and Easy to Do” can easily lose its meaning.
That’s why the Lean CX Score was created.
The Lean CX Score is a single score for your business or team, taken from the absolute best parts of the most customer-centric improvement system discovered in the past century. It’s easy to do, and it’s fast. You can quickly see if you’re winning or failing, and you can also see exactly what to do about it.
Because every business has customers, and you need them to keep coming back so you can stay in business, the Lean CX Score fits seamlessly over any company you can think of.
As we go through this book and you learn more about the Lean CX Score, you’ll see that by putting the steps into practice you will be making things easy for your customer to do, and easy for them to buy.
In fact, removing anything that is wasteful – that doesn’t add value to a customer experience – is our true aim. As you will see in the coming examples and stories, by doing this we automatically compel our customers to work with us.
More chapters from The Lean CX Score book:
- Lean CX Score – What is Lean CX Anyway?
- Introducing The Lean CX Score by David McLachlan
- Lean CX Score – Lean CX Shows You How To Create A Disruptor
- Lean CX Score – Someone Can Always Make A Better Burger
- Lean CX Score – They’re All Moments Of Truth
- Lean CX Score – Using The Waste Basket
- Lean CX Score – Good Customer Experience Engages Your Team By More Than 25%
- Lean CX Score – 80% of CEOs Believe They Provide Superior Service: Just 8% of Customers Agree
- Lean CX Score – Good Customer Experience Is Worth More Than 140%
- Lean CX Score – A New Way To Tell If What You’re Doing Works
- The Lean CX Score Story – The Wise Man And The Emperor
This is an excerpt from "The Lean CX Score." Get your copy now and start creating disruptors that completely annihilate your competition. Oh and good news! You'll be improving the speed, morale and engagement of your teams at the same time. Get the Lean CX Score now.