How Adaptable is Your Customer Journey?


spider web

Early one morning Chip was in his side yard and walked up on a huge elaborate spider web complete with its designer-tenant.  As he approached the artwork, the spider began to vibrate the web sending early morning dewdrops everywhere.  The next morning the web was gone without a trace.  But, nearby was a brand new elegant web spread between two trees.

A friend of ours was checking out of a Ritz-Carlton hotel early one morning.  Half-asleep, she noticed the ever-smiling clerk kept leaving the counter to go elsewhere with each step of the transaction.  It was then my friend embarrassingly realized she was at the concierge counter, not at the check-out counter.  She apologized for making the clerk work extra hard.  “Don’t be silly, Ms. Cook,” said the clerk.  “You can check out wherever you like.”   Do your customers get service their way, on their schedule or are they shoehorned into complying with your service procedures?  Today’s customers flock to organizations that provide multiple paths for the customer to select their journey through your organization. All of these paths are fast and frictionless! Do you willingly rebuild your service “web” without resistance?  Would your customers label you “elegantly adaptable?”

Check out John’s recent LinkedIn post;