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

Management consultant. Working at the intersection of the Customer, the Enterprise, and Technology. Deep interest in human existence. Disposed favourably to the Existentialist stand. Penchant for originals and original thinking, as well as stimulating thinking and rocking the boat. Otherwise, thoroughly ordinary.