It’s funny, I’ve never been one for New Year’s resolutions. I’ve tried them but somehow, they never seem to click with me. I think it’s a matter of how the word resonates with negativity. I prefer goals – I’ve always been goal oriented and tend towards long term planning in work and in my personal life. As I was formulating my goals for this year (aligning to my long term goals), I started wondering about the difference.
I was recently asked to chat about the journey my team and I have undertaken to develop customer driven business cases – the case for making a change built on customer feedback, customer behavior and financial drivers. Lynn Hunsaker of Clear Action - a customer experience optimization firm, invited me to share some highlights of our process. Here is the link to the recording: Recording link
This subject has been on my mind a great deal lately – partially because so many companies are receiving awards for this type of project and partially because we are going the next level deeper on our own journey mapping efforts (touchpoint mapping, if you prefer).
On the way to work this morning, I actually had to use my horn. Not a common occurrence for me. One minute, I’m riding the middle lane, keeping a respectable distance from the car in front of me (I have a thing about that). Next thing I know, a woman in a Lexus came merging over into my lane (she did signal) but she was moving into the lane right where my car was located. She almost sideswiped me. I had to lay on the brakes (good thing no one was tailgating me) so I also felt compelled to lay on the horn. She jerked around in surprise but kept on coming.
This morning, my eight year old daughter had a bit of a meltdown. This isn’t our usual family experience in the morning before school. It started with my husband waking her up and went downhill from there. One of her favorite things in the morning is getting into my side of the bed (after I get out) to curl up for a couple of minutes before getting in the shower. But every time she tried to do this today, one of us called her to do something else. By round three, she broke down (not enough sleep is definitely a factor) and cried.
I was at Disneyland this weekend with my husband and daughter to help a dear friend celebrate her birthday. I’m always fascinated by the customer experience they put together and the level of detail they go through. Three things struck me this weekend:
I’m trying to find my voice lately – not sure if I lost it or it’s simply tied up, doing something else at the moment. Maybe it’s due to brain distraction. My brain seems to be on high gear, even when I’m sleeping (either I’m dreaming more or I am remembering them more, who knows…).
I’ve been hearing a lot of questions about metrics and dashboards these days, especially the desire to have them be customer focused or customer centric. One of the things I have been working on is how to build a more customer focused dashboard.
Before the holidays, I decided I need to unclutter my brain. I have this thing about balance – I love challenge and energy at work and peace and partnership at home. I think on my Myers-Briggs results over the years and that makes sense to me – I am an ENTP but my E is borderline I. The results are so close, that some tests over the years call E, some I. Most people who meet me would think I am definitely an E but to have that level of energy, I need to recharge. I’m fortunate that my husband is my best friend and he totally understands me - we match in that lovely and indefinable way that has brought us 15 wonderful years and many more to come.
I was at a conference earlier this year when the discussion came up around improving customer churn and a couple of points I am always curious about came up – (1) Why do you measure customer churn? and (2) Who does the measuring and analyzing of that metric in your organization?
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