Recently, my daughter's swim coach had a parent meeting. During the meeting he talked about one of his coaching philosophies, which the described as mind-numbing consistency.
For him, mind-numbing consistency shows up in a swimmers work ethic, having a positive attitude, being a good sport, and putting the team over personal agendas.
But, what does mind-numbing consistency looks like for customer experience?
- It's not about being right all the time. It's about humanizing the brand – always.
- It's about creating an environment where all employees are focused on helping customers succeed. They put customers first and strive to see the experience through the customer lens.
- It's about creating a consistent experience regardless of product line, geography, or communication channel.
Mind-numbing consistency is hard. It's hard in athletics and it's hard in business. But, customers expect consistency. So, why not make mind-numbing consistency a part of our customer experience philosophy.