More wisdom here than a warehouse full of CRM and Customer Experience books

John Seddon is a management guru that anyone and everyone who is seeking to improve the customer experience should listen to.  This man has more wisdom to share than a warehouse full of CRM and Customer Experience books by academics – usually marketing professors.

I once did work on helping telco that was infamous for the poor service delivery when things went wrong.  Everything that John talks about, I saw in operation:

a) Whilst the espoused value was to serve the customer, the real lived in value was to make the metrics;

b) The metrics were focussed on minimising costs and ended up driving up costs;

c) The people at the coal face knew that the system was absurd yet they were not give the mandate to do the right things – they were expected to do the wrong things righter;

d) The customers continued to bear the brunt of the pain – a poor customer experience.

Here is the link to the video by John Seddon: Deliverology Destroys Service

 

Author: Maz Iqbal

Experienced management consultant working at the intersection of strategy, customer, and technology. Combine a tendency to think strategically with a penchant for getting my hands dirty at the coalface of implementation.