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