The Disappearing Boss - Issue 24

Now that you've gathered all that feedback, what do you do with it?

Well, you could ignore it, and carry on working according to your existing assertions about how the system around your business works.

Or you could examine it.??

Luckily, right bang in the middle of 'Improve Process', there's a very significant Activity: "Extrapolate Consequences", where this examination happen:

This may surprise you, but, obsessed as I am with processes, I'm not sure if there is a scoreable process here.?

Rather, 'Extrapolate Consequences' is more of a visualisation exercise, prompted by a series of simple questions:

For each piece of feedback you're examining, ask:

• What's causing it?
• Have we seen it before?
• Is it a trend?
• What happens if we do nothing?
• Do we want what happens if we do nothing?
• If we decide to do something, what should we do?
• What are the consequences of our chosen action?
• How does it affect us as humans?
• How does it affect our internal ecosystem?
• How does it affect the ecosystem around our business?
• How does it affect our planetary ecosystem?
• What happens if we do nothing about those consequences?
• Do we want what happens if we do nothing?
• If we decide to do something, what should we do?
• What are the consequences of our chosen action?
• How does it affect us as humans?
• How does it affect our internal ecosystem?
• How does it affect the ecosystem around our business?
• How does it affect our planetary ecosystem?
• What happens if we do nothing about those consequences?
• Do we want what happens if we do nothing?
• - you get the picture.?
• Repeat until you are are confident to stop.

What you are trying to do is work out how the world will look if a trend continues, or you take an action, and how your business could look as a result. To join the dots between now and any number of possible futures.

There are almost certainly better questions to ask than these, but the point is:

Most of us stop too soon.

Of course some extrapolations will be very short, because what you're examining is a one-off, or something due to extraordinary circumstances.?Nevertheless, it pays to repeat the questions more times than you think.?

Not just because you might uncover consequences that will matter to your business, but also because you might uncover opportunities ahead of others in your industry.??

Once you've thoroughly examined your feedback you'll know how to adjust your Customer Experience Score.

More on that next time.

Meanwhile, tell me, what questions would you ask to extrapolate from feedback?

Thanks as always for reading!

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