Customer World

Whenever I talk to companies about customer experience, the discussion always is steered towards technology, process and scalability but sometimes first principles are forgotten.

There is very little discussion around what is stopping them to deliver the customer experience today. Surprisingly, what is always stopping great customer experience is  people-centricity..  I came across a very interesting quote by  David Cooperrider from Case Western University:

“Human beings are not a resource that gets used up, but are a source that can intensify and increase in value and contributions.”

So, how people, who interact with customers in your company, are managed makes a huge difference to customer experience. If they are treated as a resource, energy is only finite in them! They end-up doing what is told to them. They end-up performing a task. Funnily, the customer sees them through!  But, when they are seen & recognized as value-adding contributors, the customer experience takes a leap.

Therefore, software, platform and tools only act as mere catalysts to customer experience. When this is combined with people-centric drivers, the multiplier effect is enormous.

I was watching this lovely chat with Brian Grazer - celebrated writer, producer of successful movies and TV shows like 24, Empire, Arrested Development etc. on how he develops curiosity! Brilliant and thought provoking. I have observed over time that when you lose touch with curiosity, you lose touch with your customers. Also, you lose touch with the world around you. He also talks of inter connect of random things that he observes and learns.

If we don't  have this curious mind, we tend to stagnate. There is a lovely question in this video when somebody in the audience asks Brian a question - What comes first - interest or competency? His answer, after a lot of thought, comes with a bang - interest comes first and competency comes next. I tend to agree with him.