John DiJulius | Customer Experience Blog


Make The One Thing The ONE Thing | We Need Unreality Checks
February 1, 2017, 5:11 am
Filed under: Service Vision
Make The One Thing The ONE Thing

You can say all you want about what your #1 priority is, however, until you create a system that is measurable and accountable, it is just lip service. One of my favorite things to ask the CEO’s of my consulting clients is, “what is the one thing, we can help you improve, that will have a significant impact on your bottom line.” I had one CEO tell me that a 1% improvement would result in millions of dollars. So when you know what that one thing is, you make it the ONE thing. You become obsessed with creating a system that has an applied metric that everyone in the company can monitor hourly, with real time feedback. And when I say everyone, I mean whenever that ONE thing isn’t done, every time that ONE thing isn’t done, alarms and sirens go off. The Customer-facing employee knows, their leader is immediately notified; the CEO and COO receive an automated text to their personal cell phones. Your system should be similar to this scene from the movie Monster’s Inc.

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