What examples of process over riding empowered judgement

clarityI know we have gone through a long period where we have dumbed down some jobs by focusing on process but process can steal engagement and personal evaluation of the net result. How often do you see things done under a good process only to deliver the wrong effect.

We all must stay vigilant for the processes we put in place to achieve a auditable records not to steal transaction speed and personalised engagement.

Take some time out to be your customer or get someone to challenge what you are doing and make the improvements. Many companies would do well to ring themselves, email an enquiry from their website or start a new trading arrangement with themselves.

Mark Collins
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Is your product authentic?

theauthenticityhoaxMake sure the thing that your customers buy from you is authentic and that you are proud of not because it looks good, but because it is good!

I was reminded of this just last week when I bought a couple of Ciabatta sandwiches, one ham and cheese and one salami and cheese. The bread looked beautiful but there was very little filling and what there was, was the cheapest excuse for ham and salami that you have ever tasted. They put the each in their very own clam shell box and you would have to say the were grossly over packaged and under specified.

Check out what you offer, better still, engage a mystery shopper to check it out – outside opinion is the only objective opinion!

Mark Collins
My Gift to you
Thinking Differently- over 100 idea starters

I have just released my first E book and for your interest I have gifted you the link to access your very own copy - pass it on to your friends!!!
Simply click on the image to access your copy now!
 
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Become your own impatient customer and demand improvement TODAY!

fight_backHow does your product stand up without context- no branding, no packaging, normal use. Appearance alone? Then smell? Then taste alone? In each case you need to remove the bias of other information and therefore it is even worth using a different test group for each of the sensors.

Now do the same for your customer service? Check your website (make contact via your website and check how fast you are contacted). Phone yourself and see how it is answered (order something or make a booking)

Do not confuse OK with exceptional!
Do something/anything to improve what your customer experiences.

I recognise you are all very busy this time of the year and with respect to that you will only be receiving one blog from me each week until the end of January. Thanks for reading and supporting my blog and newsletters.
Mark Collins
My Gift to you
Thinking Differently- over 100 idea starters

I have just released my first E book and for your interest I have gifted you the link to access your very own copy - pass it on to your friends!!!
Simply click on the image to access your copy now!
 
Never miss another update!

Enter your details below, and receive our regular Newsletter DIRECT to your inbox!!