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Mind-numbing Consistency and CX

customer experience strategyRecently, 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.

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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