Messy Processes – Messy Customer Experiences?
I am sure you have heard more than once in your life as a customer, in your businesses, or a reply from a colleague: “Sorry, it is against our policy” or “It is against regulations”. How is it against regulations when others are doing it? No, it is just an easy escape from feeling you offer bad customer experiences. How many companies actually mix bad internal processes with regulations or policies? Quite a few I’m sure!
Hopefully, that isn’t the case in your company. It is actually easy to test. Find out how many times your clients hear phrases like “I’m sorry, our system doesn’t allow us to do that.” Or “It doesn’t work like that. The way our process works is ……” or “the system is telling me that….”. Those are clear indicators of messy processes leading to messy customer experiences.
And why would you care? Certainly not because more clients would spend more money in your business if those processes were functioning better? Or if your existing clients give you 60-70% higher profitability than the new ones? There is a ton of research now that shows this ‘value’ yet why are more businesses reacting faster to the changes needed? The latest UKCSI report published in July this year https://lp.instituteofcustomerservice.com/ukcsi-july-2020 shows that overall customer satisfaction is the same as 12 months ago, but now 1.2 points lower that 2 years ago! In a world where digital is at the forefront, it is a lot easier to change the way we operate, and with the recent pandemic, there could be a burning platform that allows you to galvanise the changes needed.
I’m sure you find those as very good reasons to start aligning your organisation’s processes to customer experiences. It will actually increase your revenue; it is as simple as that. Removing waste from a lean perspective is great, removing it from a customer perspective can be remarkable.
Too many companies have “inside-out” focus, that is focusing on themselves instead of “outside-in” focus which is about putting the customer at the centre of everything. Journey mapping is one of the practical ways of putting customers in the centre.
So, what should you do?
Most companies can start from the basics. That is to map out all the relevant customer journeys, possibly by customer type. You can’t fix something you don’t understand first. Having a journey of what is going on makes it easier to plan the desired future state, that will respond to customer needs better. That leads to a second point, which is using the customer journey to see where the biggest pain points are – for people (customers and colleagues) and the business, and the opportunities for improvement, or innovation. Then you can define how you want the future to look and build a roadmap to get there.
Your customer experiences are outcomes of your internal processes. Messy processes will lead to messy experiences, often for both customers and your colleagues. To fix your experiences, you have to fix your processes through the eyes of the customer – and that will take a much more customer-centric approach than traditional process methods may offer you (Lean, Six Sigma, BPM, etc.).
Here are some reflective questions you can use to evaluate your current situation:
- Do you have a clear understanding of your different customer types & their needs? This is often referred to as Personas
- Have you ever mapped their customer journeys? If yes, are they up to date? Are you using them to understand how they produce successful customer outcomes? And making it as easy as possible to interact with you?
- Do you have a prioritisation model or framework to assess what will make the most difference, as you and your teams won’t be able to do everything at once!
- Based on the priorities, do you have a plan in place, with clear activities, timescales, resource and the right governance to ensure that progress is made and activities are delivered?
It can help to get an outside in view – Many businesses get someone to help hold the mirror up to messy processes and less than perfect experiences. It’s important to ensure that you get a health check on your ‘Operational Fitness’ to deliver great experiences.
Custerian are expert practitioners having done this for lots of different companies across multiple sectors, often helping embed different tools, frameworks and skillsets into internal teams to continue on the journey of improvement. Want to simply have chat or know more contact us on 01925 607060 or drop us an email at firstname.lastname@example.org