As I was having a discussion yesterday about the relevance of customer experience I was struck by my own sense of bewilderment regarding the simplicity and clarity of what I was saying. Yet many companies still have massive blind spots with regards to the customer experience that they are manifesting. If you ask most executives what their desired customer experience is, generally you do not get a clear and concise answer. This lack of awareness opens your business to unnecessary risk and vulnerability. The good news is, customer experience principles are not rocket science.
I was reminded of how I felt 15 years ago when I first read Stephen Covey’s 7 Habits of Highly Effective People. Covey principles are simplistic and highly obvious, yet powerful. I pulled out my old 7 habits chart and then redrew it through the lens of customer experience. My point in doing this is to illustrate that the concepts and principles of customer experience are as simplistic and highly obvious as Covey’s principles.
Covey then introduced the 8th Habit From Effectiveness to Greatness. In essence the 8th habit is about finding your voice and inspiring others to find theirs. This habit reinvented through the lens of customer experience becomes “find the voice of your customer and inspire your employees to integrate and honour it”.
The 8th principle is where the real complexities surface within the practice of customer experience. The recognition of the relevance of customer experience is merely turning the lights on, creating awareness of what might feel quite obvious.
The art and value of customer experience disciplines multiplies with the 8th habit moving from effectiveness to greatness. Many companies want to leap to the 8th habit right out of the gate, but it is important to first recognize and master the 7 habits of highly effective customer experience leaders.
Are your company lights on?