Customer Focused Innovation

How would you answer this question?

When it comes to differentiating through exceptional customer experience, who needs training?

My answer - Everyone, but let's not call it training. Let's call it practice.

I have a six year old daughter who is learning how to ride a bike. Actually, she has been learning how to ride a bike for a couple of years now. When she first started, we focused on the basics and building her confidence.

This year, since coordination doesn't run in our family, we spend a lot of time practicing.

When it comes to creating a customer-focused organization, companies must approach it like learning how to ride a bike. Here's why:

• Whether or not you are a natural, everyone needs the basics and needs practice.
• Some people need to practice more than others.
• Some people need to build their confidence, while others have no fear.
• With enough practice, it will become routine.
• While you might not ever forget how to ride a bike, if you don't get practice, you will lose some confidence.

Our work is never done. Our companies need to enable our colleagues will the basics and create an environment where providing an exceptional customer experience becomes routine. 

Note: This post was originally published in Customer Connection on 7/29/2009.