Saturday, July 03, 2010

My Experience Scorecard
Here are three simple questions to pinpoint learning / leadership opportunities, with a focus on the customer experience:

1. Where is the best customer experience to be found in this organization?
(learning, leadership, sales, service, or some other operational area)

2. What seems to be the source of these unexpectedly great experiences?
(one individual, a particular team, a leader, a process, a tool/technology)

3. How could this type of experience be created in other areas/departments?
(better learning, better process, better leadership, better communication, better tool, other)

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