The Keeping Improvement Continuous Challenge
By Paul Linnell
The need to keep up the momentum of continuous improvement, and keep
pace with the changing needs, wants and expectations of customers, never
The big challenge is how to keep continuous
and avoid the risk of lapsing into the complacency of the past.
The drive to improve what customers experience has been around for so long
that by now, most
organisations have “given-it-a-go”
several times! Over the years, these
projects and disciplines have been know by many names: “customer service”,
“customer satisfaction”, “customer loyalty”, “service quality”, “customer
first”, “customer centricity”, “first choice” and “CX” to name but a few!
Each time a new customer experience initiative is launched, very often with
another new name, there’s typically a mix of: interest, suspicion, enthusiasm,
mixed benefits, and eventual disappointment.
The cycle seems to take between 18
and 36 months, to wax, and then wane.
- So what goes wrong?
- Why don’t they
Why do they so often, need to be re-started over-and-over-again?
What you’ll learn in this episode:
In this episode, I want to look at why customer experience
often seem to fizzle out and come to a STOP. I’ll be looking at number six, in our series
of BIG “BOULDERS” that often block the path to sustainable customer
excellence. It’s the one I call the “Keeping Improvement Continuous
Also mentioned in this episode
Next Episode: #007: Stop Juggling and Start Creating Value
It’s taken a global crisis to re-focus businesses and public services on creating genuine value instead of the old way of simply juggling the needs of the business, against the needs of customers and against the needs of staff - a situation, where in the end – NOBODY wins!
In this episode, I want us to look at THE BIG PICTURE of why customer experience has become so important today, and why - “It’s time to stop juggling, and start creating value”
About Paul Linnell
Paul Linnell is a customer experience and service quality
improvement champion, working internationally with senior managers
and their teams to help them achieve business success, reduce risk
and build customer loyalty and advocacy by taking actions to improve
customer experiences. Paul specialises in the design and deployment
of customer experience measurement, service quality improvement,
complaints handling and preventive analysis programmes. Industries
he has worked with include, Automotive, Consumer electronics,
Consumer goods, Electricity & Gas retail, Financial services,
Information technology, Local Government and Public Sector, Media /
Publishing, Passenger travel (Rail, Air and Sea), Pharmaceuticals
and Telecommunication. Paul has worked with clients and presented on
these subject at conferences and corporate events in the UK, Europe,
North America, the Middle East, Australia and New Zealand.
Originally from the UK and now based in New Zealand, he continues to
serve clients globally.