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Optimizing
the customer experience
Improving customer experience alone won’t
do the trick. You’ve to constantly strive
for optimizing their experience. There is
in fact a growing pool of evidence that suggests
that successful companies are not those that
are slaves to customer needs, but those that
can be creative and pleasantly surprise customers
with something they didn't even know they
wanted. That can only be done by making perfection
a part of everything you do. “It’s
not enough to simply ‘do your best'...
perfection is a real and tangible goal –
something we break down and try to achieve,
piece by piece,” reveals The
Ice Cream Maker.
How to optimize your customer’s
experience?
You need to follow a set of formulae to achieve
perfection and to optimize your customer’s
experience:
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Recognizing the
price of failure |
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Nobody invests money, energy and time
for the mortification of failure. So,
be cautious. |
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Planning for perfection
from the very beginning |
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If you don’t want to see your
business in doldrums, make proper planning
at the very beginning of the action. Ensure
that your planning is crafted to perfection.
It would be better if your plan fixes
things at the outset before they make
any damage, i.e., indulge a fire prevention
culture rather than a fire fighting one.
Your employees can play a crucial role
in this process. Let their ideas make
the process smoother. |
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Getting absolutely
dogged on the details |
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If you eliminate the small problems
first, you don’t give the big problems
a chance to take root,” tells The
Ice Cream Maker. The Mars Climate orbiter
is a classic example of this. Mars Climate
Orbiter was lost when nobody realized
that Lockheed Martin Astronautics delivered
navigation data in English units while
NASA was using metric system. The $125
million craft burned up in the Martian
atmosphere. The investigations also proved
that too many risks were taken by NASA
skipping many other critical tests and
overlooking possible faults. This incident
shows how by paying attention to the minutest
detail can save you from big disasters.
Moreover, your customers expect everything
to be perfect once you are benchmarked
by the word ‘quality’. |
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Developing a sense
of “productive paranoia” |
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Just as a responsive military organization
have a "productive paranoia"
about the future; a continually refined
vision of how war may change the whole
scenario, an organization should also
relentlessly crave for better ideas to
serve its customers to stay ahead of its
competitors. According to The Ice Cream
Maker, “A bit of paranoia can be
a tremendous motivator. The worst thing
you can do is become complacent.” |
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Instilling in
your team a passion for perfection |
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You need to instill in everyone
on your team a passion for perfection,
every minute of the day. Perfection should
be considered as a mission, not a task.
You need to be very honest about how you
are doing and what you need to do to be
the best. |
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