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Is the default condition of showing-up and operating in the business world that of experience blindness? Is the reason that so little progress has been made by so many on customer experience due to this experience blindness? Is experience blindness the cause behind so many workplaces having the same feel as hospitals?
Let’s make this personal. Did you drink coffee? No, did you drink tea? No, did you drink water or some juice? Yes. Ok. Now go back to the last occasion that you drunk something and ask yourself what your experience was. What was the sensation of drinking? What was the texture of the container that touched your lips? What about the liquid itself? How did the liquid travel from the container and through you? What thoughts were present as you were drinking? What kind of mood were you in: relaxed, sad, anxious…? If you are like most people that I see-encounter, you drink in an experience blind manner. Why? We have not been taught to be mindful and present to the experience that is occurring right now. Given our blindness to our own-lived experience, how present-receptive can we be to the experience of others: customers, employees….?
Allow me to illustrate, bring life to, this conversation with two examples.
Example 1: Conversation With A Customer Experience Consultant
I found myself working with someone whom I like-respect, someone who has operated as a customer experience consultant. On a joint engagement we were planning a workshop session. The challenge was to devise a way to help the people who would be in the room choose between the various alternatives.
As we were talking, this able consultant was going through the various methods that were available for use. He talked about which methods tend to work. And he talked about the method that his latest employer recommends using. What he did not talk about was the ‘customers’ – the people who would actually take part in the workshop.
Then I was asked for my opinion. My response was immediate and it went along the following lines. We are designing this workshop for the benefit of the people who will attend the workshop and make the decision. Why don’t we ask these people which framework-method-process they tend to use, in their organisation, to make this kind of decision? And if they don’t have one method then lets run them through the most promising methods and see which one speaks to them.
What really surprised me was this: what showed up for me as the obvious way to look at and deal with the situation at hand (bring the voice of the customer into the discussion-decision) had clearly not occurred to my colleague. And this is no ordinary business person. He is customer savvy: he has been doing customer for a long time.
The only way that I can explain this to myself is that doing customer experience is not the same as being customer experience. Doing is like going to a party and putting on the proper mask and playing the proper role. Then it is time to leave the party and put on another mask and play a different role. Whereas, being is that which is embodied in the way that you show up – being lives in every fibre of your organism. It is what you are, naturally.
Example 2: Phone Call From The Director of The Building Company
Over a month ago, I arranged with the Steve, the director of a building company for work to be done on the house in which I live. We agreed the start date: Thursday 10th April (today). As I need to be around the house, I took the day off as a holiday.
Yesterday, around 18:30 I got a call from Steve. Why was Steve ringing? Steve was ringing to ask if I had emptied the room out. I told him that I hadn’t as I had just finished work for the day. And I had set aside the evening to do the clearing out. He asked me if I had taken the shelves off. I told him that his firm was responsible for doing that under the agreed schedule of work.
Then Steve got to the point. He told me that the guy that was supposed to come to the house, around 8 am, would not be coming. Why? Because he is still finishing the work he is doing for another customer. The Steve told me that he would have someone else come over to the house, after lunch, to remove the radiator and the shelves. This was just the preparatory work to enable the room to be plastered and then painted. What became clear is that the room would not get plastered even though that is what we had agreed. And what I had expected to occur. I did not need to take a day off for someone to come and do two jobs that collectively took 45 minutes.
Have you noticed what I noticed? I noticed that the conversation was all about Steve and his needs, his concerns, his priorities, his situation. Not once did Steve ask about me, ask about my concerns, or even ask how I felt about Steve not keeping his word.
Is Steve a bad person or a rotten business man? I don’t know the answer to that. All I can share with you is that Steve does not show up for me that way. How does he show up for me? Steve shows up for me as a great example of business as usual. What do I mean about that:
- Showing up and operating from an ‘inside out’ view of the world and not evening being present to any other way of operating e.g. ‘outside-in’; and
- Concerned only with the job/tasks to be done and being blind to the human being he is dealing with and thus blind to the concerns, needs, expectations, and experiences of these human beings.
It occurs to me that this is simply what goes along with living into-from a worldview that sees and thus uses human beings as resources – to be used for one’s purposes, efficiently and effectively, for largest profit/benefit for oneself. So the challenge of Customer Experience is the challenge of a transformation in worldview.
Does The Concept Of Integrity Apply Only To Non-Human Systems?
This post continues the conversation (blog and comments) that started with the following blog post: Revisiting Integrity: Why Do All Human Systems Lack Integrity?
To summarise, I say that integrity in the sense of whole and complete (unity between word and action, between the ‘parts’ and the whole) is essential to workability and performance of all systems including human systems. If you want to get a sufficient understanding of Integrity as I am speaking it then it is essential to read this post: Integrity, Leadership, Communication and Performance – The Most valuable Post You Will Read This Year?
Max J. Pucher disagrees. He says that ‘whole-complete’ is an idealistic interpretation and does not apply to human systems:
“Maz, I propose that it is not allowable to use a physical system concept of integrity (whole-complete) for human systems. Physical systems such as a car have a well-defined function/output and therefore integrity is defined to perform as designed. Human systems have no such function and the output is purely based in individual perception. Therefore ‘whole-complete’ is an idealistic interpretation from a single human perspective and will most likely not agree with many others….”
As I promised Max, I have been thinking about his assertion. And now I share with you what showed up for me. I find that Max’s view is commonplace, I came across it just today. And I find myself in disagreement. Allow me to share with you that which shows up for me as I get to grips with the coal face of human existence.
What Does The World Of Aviation Disclose Regarding The Integrity of Human Systems?
Let’s consider NASA’s shuttle program. Yes, this program involves amazing technology-equipment. Who produces this technology? Who configures it? Who works it? Who addresses issues with it? Human beings. OK, the equipment is ready, in place. Is that all it takes to take a number of human beings, put them in space, keep them there, and then bring them safely back home? No! It requires a large number of people, in different roles, of different temperaments, of different genders, of different ages to work together as one. What do I mean by one? I mean integrity as in being ‘whole-complete’ at the level of the system they constitute. Which is why there has only been one disaster to date.
Why did this disaster occur? Because the integrity (wholeness-completeness) of the system was compromised. Some ‘parts’ (people) did know of the issue and the associated risk. Some ‘parts’ (people) escalated the known issue. Other powerful-dominating ‘parts’ of the system choose to ignore the voices-concerns of these ‘parts’. And, they also choose not to care for the needs of other ‘parts’ (astronauts) to return safely to Earth.
This is my point. Where there has been a focus and commitment to integrity (wholeness-completeness of the system) the shuttles have launched and returned safely. When integrity was sacrificed, disaster struck, the astronauts died.
Now consider the world of air travel. Don’t the passengers count on the integrity of the system? Don’t they count on people to make sure that the airplanes are safe to fly? Don’t they count on people to ensure that the airplanes have the right fuel – type and quantity? Don’t they count on the pilots to be competent and fit to fly the plane? Now look behind the scenes, what else has to be in place? How about the air traffic controllers – on both sides of the trip? You get the idea: all of these ‘parts’ have to work together for air travel to exist as it does. And the system works. It is rare for the system not to work, for a crash to occur. And when it does, an investigation occurs, lessons are learned, sanctions applied where necessary, new operating policies and practices put in place.
Notice, that the pilot of an airliner that crashed and killed passengers would not get away with pleading “Your honour, I am only a human being. You can’t expect me to follow the rules, each and every flight, regarding how much I drink before boarding the plane and taking the helm.” No, if he was found guilt of breaking the rules, he would go to jail. Notice, no party that is essential to the game of ‘safe air travel’ would get away with shirking its role and responsibility. Why? It is simply not acceptable to compromise the integrity of the system. And if there are ‘flaws’ in human beings, in themselves, then the designers of the system are charged with coming up with the means to address the ‘flaws’ through checklists, equipment, technology….
Why Does The Lack Of Integrity In Human Systems Persist?
Werner Erhard et al assert that this lack of integrity exists because we do not get the impact of the loss of integrity on the workability and performance of a system. And I find myself to be in agreement.
Werner Erhard et al assert that this lack of integrity exists because we misunderstand integrity. We make integrity to be ALL about morality: right and wrong according to the moral norms of the group/s we find ourselves living amongst. And in so doing, we are not present to integrity as the fundamental basis of workability and performance: integrity as a state/condition of a system – state of being whole-complete, a unity. I find myself in agreement.
It occurs to me that there is an even bigger-deeper, more fundamental, cause for this lack of integrity in human systems. What is this cause? Max provides a clue when he says it is not allowable to use the concept of integrity (as the condition of wholeness-completeness) for human systems. It occurs to me that when it comes to integrity and human systems, we accept and are comfortable with defeat before we even start. What do I mean? Allow me to share an extract from another blog post ‘The Myth of Scarcity: That’s Just The Way It Is’:
“That’s just the way it is is just another myth, but it’s probably the one with the most grip, because you can always make a case for it. When something has always been a certain way, and traditions, assumptions, or habits make it resistant to change then it seems logical …. that the way it is is the way it will stay. This is when the blindness, the numbness, the trance, and, underneath it all, the resignation of scarcity sets in. Resignation makes us feel hopeless, helpless, and cynical. Resignation also keeps us in line…….
That’s just the way it is justifies the greed, the prejudice and inaction that scarcity fosters in our relationship with money and the rest of the human race…”
- Lynne Twist
What Does It Take To Call Forth Integrity From Human Systems?
If we are the ones that defeat ourselves when it comes to calling forth integrity from human systems, then the answer to this question lies in us: specifically, in our collective way of being/showing-up in the world. Let’s listen to the wise words of Lynne Twist once more:
We have to be willing to let go of that’s just the way it is, even if just for a moment, to consider the possibility that there isn’t away it is or a way it isn’t. There’s the way we choose to act and what we choose to make or our circumstance.”
- Lynne Twist
Consider air travel. Would there be any air travel if all of us had simply accepted that man is not meant to fly on the basis that if he was meant to fly then he would have been given wings. Everything starts with one or more of us being called forth and stepping into a possibility. The possibility of integrity in human systems is a real one. Will you and I embrace and embody that possibility? Will your team embrace-embody that possibility? Will your organisation embrace-embody that possibility?
Why Pay Any Attention To The Integrity of Systems: Human, Mechanical and Hybrid?
I invite you to consider that your customers are painfully aware of where your organisation is not in a state of integrity. Why? Because customers experience the effects of this lack of integrity: promises made in marketing-sales but not kept by the product itself; being passed around from one person to another, one team to another, and having to go through the same dance all over again; promises made by one part of the organisation and not honoured by the others part/s…. I say that if you want to play the joined up game of Customer Experience then you have to work on the integrity of the ‘system’ – the whole organisation including all the key partners whose performance impacts the end customer and shapes her experience.
Finally, I invite you to not kid yourself. You cannot claim to be 90% pregnant and get away with it. Why not? Because you either are pregnant or you are not pregnant. The same is the case for integrity: either the system in question (e.g. the organisation) is in a state of integrity or it is not.
This is a personal message from me to you – the readers and supporters of this blog. What is there for me to say to you, at this special time of the year?
THANK YOU. I thank you for subscribing. I thank you for commenting. I thank you for encouraging me in my speaking. I thank you for sharing that which you find worth sharing via Twitter, Facebook, and LinkedIn.
Please know that I am grateful for your listening; it is your listening that continues to call forth my speaking in this blog. Please know that I am grateful that you exist; your existence matters – for one it contributes to my existence. If you were here and it was OK with you then I would look you in the eyes, say “Thank You!” and give you a hug. That is not the case. So what is it that I can share with you at this special time of the year? Allow me to share with you an insight which shows up for me as being particularly relevant for this time of the year:
… it became crystal clear to me during the est training that at bottom, people love each other, if they’re given half a chance. Love is that is waiting to emerge when everything that is in the way of love is let go and cleared away….
…. love becomes obvious and present when fear , judgement and separation are dropped……
Because love, finally, in the end, is what everyone is craving. Not to be loved, but to be loving.
- Eliezer Sobel, The 99th Monkey
I thank you for your contribution and I wish you a great Xmas and the very best for 2014. I wish you a meaningful-fulfilling life, a life full of connection, laughter and love.
At your service / with my love
Issue: how do I do this online?
Travel is an essential part of my life as a management consultant and business advisor. Occasionally, whilst I am on my travels I get a call from either my wife or children asking me for help on getting some task done on the web. During these remote conversations I tend to be gripped by a sense of frustration and futility. Why? Because I get that the most effective way to help them, and not get another call, is to be by their sides guiding them through the job they want to get done online.
This week I came across WalkMe and spoke with their Head of Marketing, Boaz Amidor. He tells me that the founder of WalkMe found himself in the same boat – his mother needed the help again and again – and this is what led him to create WalkeMe.
What is WalkMe™? It is an “interactive self-guidance technology that guides prospects, customers, employees or partners through any Web experience.” As I understand it, WalkMe it sits on top of your website and as such does NOT need any integration or changes with the underlying site.
Why use it? If you use it intelligently – focussing on the scenarios/tasks that matter – then WalkMe reduces your customers’ frustration of waiting for assistance, shortens the time it takes for support personnel to handle an incoming request and strengthens your company’s support reputation. It also occurs to me that this technology can improve sales conversion as not all customers who want to buy from you call support when they cannot buy from you – some go elsewhere, I do!
How does it work? “Through a series of interactive tip balloons overlaid on the screen, tasks are broken down into short, step-by-step guided instructions, which help customers act, react and progress during their online experience. As a result, customer support managers can empower their customers to self-task successfully even through the most complex processes.”
You can get an introduction to WalkMe by taking a look at a short demo video: http://vimeo.com/48888010
And , you can learn more about WalkMe and even try it for free. Check out www.walkme.com
What can you expect from the WalkMe team? Boaz Amidor told me that their customer support team is not called the customer support team, nor the customer services team. It is called the Customer Success team. Why? Because “The philosophy here is to make sure that our team is committed to the success of the customer. WalkMe brings the value and our team is here to ensure the success.” I say that this resonates with my idea of service.
WalkMe was founded in 2011, has offices in San Francisco and Tel Aviv. It is funded by Mangrove Capital Partners, Giza Venture Capital and Gemini Funds.
WalkMe recently WON the Red Herring Top 100 Award. Alex Vieux, publisher and CEO of Red Herring, said the following regarding WalkMe’s win: “We looked at hundreds and hundreds of candidates from all across the continent, and after much thought and debate, narrowed the list down to the Top 100 Winners. Each year, the competition gets tougher but we believe WalkMe demonstrates the vision, drive and innovation that define a Red Herring winner.”
WalkMe has been included in the list of “Cool Vendors” in the “Cool Vendors” in the CRM Customer Service and Social 2013″ by Gartner.
You Should Know
I am not a fan of complex technology, I have grappled with it (MIS, ERP, CRM, e-commerce) and it tends to be hard work to implement, and it rarely generates the promised benefits.
I am a fan of simple technologies that are easy to implement, simplify-enrich lives, and create value. This is how WalkMe showed up for me this week and this is why I agreed to write this post.
I am not being paid, in any shape or form, for writing this post. Or any other post that I have written to date. My commitment is to write from a context of service.
As with everything I write, I urge you to “try things out AND do your homework”.
Hello to each and every one
It is Christmas time. It is the time of the year that I take a good look at my life including getting present to all those who have contributed to my life. I am clear that you have contributed to my life in 2012.
I say thank you to each and every person who is subscribing to this blog. You matter, you make a difference to me and my life. I am clear that I am called forth to write and keep putting my authentic voice into the world only because your provide a listening for this voice of mine. Without your listening there would be no value in my speaking/writing.
I thank each and every person who has provided me with encouragement whether by commenting on this blog, my reaching out to me via email and/or by retweeting on Twitter. In particular, I thank Adrian Swinscoe, James Lawther, Kristin Zhivago, Colin Taylor, Annette Franz Gleneicki, Mary Bartels-Cook, Richard Sheahan and Richard Shapiro.
I thank Bob Thompson at CustomerThink for reaching out to me back in March 2011. For providing encouragement when it was welcome. And for being a great ‘sparring partner’ in 2012. It was great meeting you face to face this year Bob. And I thank Neil Davey at MyCustomer.com. It was great to meet you face to face as well Neil.
I thank Kevin Smith and Nick Davey for sticking with me pretty much since the beginning of this blog – you are the first two people to subscribe to this blog. And you have stuck with me for 2 years and 2 months!
I thank Alexandra Deschamps-Sonsino for being the person that helped me to set this blog up back in the summer of 2010. Whilst we have not been in touch, I carry you in my heart and wish you the very best.
If I should have mentioned you and have not mentioned you then please forgive me. And do know that I am truly grateful to each and every person who has taken an interest in The Customer Blog and/or me. I am clear that you and I exist in this world together.
I wish each and every one of you a great Christmas and the very best for the New Year.
And finally, I ask that you get present to the fact that you matter: how you show up in the world does make a difference!
At your service and with my love
“I matter, you matter, he matters, she matters, they matter, we matter. Let’s live ‘extraordinary’ lives and co-create a ‘world that works, none excluded’”