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.
They’re All Moments of Truth
Many of these same consultants we noted earlier will tell you that “Moments of Truth” are only those touch points where a customer interacts with you or your company. Wrong. In the Lean CX Score, they’re all moments of truth. Every. Single. Step.
Now surely I don’t mean photocopying, filling out paperwork, or other mundane things? Yep. Every tiny action we take in a customer experience journey, whether we interact directly with the customer or not, is a moment of truth. Because – and this is important – bad experiences that are hidden from view, lead to bad experiences that are within the customer view.
Let’s say Joan is having a bad day. She just spent an hour filling in the paperwork for a customer, going back and forth between departments to get the answers she needed, and having to beg her manager for approval because she didn’t have the authority herself. By the time it’s all done and she’s ready to call the customer, her energy is low, and her tone is short. She may not really mean it, but right in this moment, she hates her job. Unfortunately it’s in this moment where the call to the customer is made. The conversation goes badly, and at the end of it our customer is a lot less happy than they were and makes moves to leave the company as soon as they can.
Every person in a business has an effect on someone else, whether it’s positive or negative, and at the end of all of those interactions is the customer. The CEO affects the managers, the senior technician affects the junior technician. It’s all related, and your customers are always judging, either consciously or subconsciously. Whether they know it or not, they are weighing up the pros and cons of continuing to do business with you. If you don’t make it easy to get the things they want fast, there’s a good chance they’ll be heading for the door.
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.