If your organisation is committed to exceeding customers expectations and you a becoming frustrated because your efforts are not paying off then this could be one of the reasons.
We rank this as the number one mistake organisations make. It’s the development of an experience that doesn’t add value from the customers’ perspective.
If your business is in the process of changing its focus from an operational focus to a customer focus, it’s vital that you adopted a true customer perspective. The process we use is “customer experience mapping”. This process literally has your team walking with your customers in their shoes.
There are several techniques we use to get this process rolling but when it does you will be amazed at how different your experience will look and how much more value it will add to both your customers and your business.
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