In a world that is moving faster and faster and where it seems like we have less and less time to think, there is better way to approach problems, particularly when it comes to those associated with improving and developing the customer’s experience.
Doing so will allow organisations to develop an increased ability to deliver better and more sustainable growth, higher RoI and better outcomes for them and their customers.
Back in September, I wrote an article called ‘Habituation And The Risk To Customer Experience’. In it I suggested that habituation, the process of transforming the learning of new things into habits, is something that we naturally go through but is also something that, in an organisational context, could pose a risk to the ongoing improvement and development of things like customer experience. The reason being is that once we develop a habit or a way of doing things, it can ‘stop us from noticing and then fixing the ‘invisible’ problems that are around us’
This phenomenon is real and is holding many organisations back in their efforts to improve their customer experience.