Finding the Customer in the Process: A Balancing Act

Have you ever felt like your business operates like a well-oiled machine, but somehow leaves customers feeling cold? I recently experienced this firsthand while working with a company on their Business Process Improvement (BPI) strategy.

They were all about efficiency. Their processes were documented, standardized, and ensured smooth operations. However, when we dug deeper, it felt like a customer interaction was just another step in the process, not a human connection.

Here's where things got interesting. We decided to shift gears and focus on gathering direct customer feedback. It was messy at first – a firehose of opinions and frustrations. But through that mess, we unearthed invaluable insights.

For example, a recurring pain point was the lengthy phone wait times for customer service. Based on this feedback, we streamlined the call menu options, leading to a significant improvement in customer satisfaction.

The key takeaway? There's a delicate balance to be struck. Standardized processes are crucial for efficiency, but prioritizing the customer perspective fuels innovation and keeps your brand feeling human.

It's all about finding the sweet spot where smooth operations meet genuine customer connection.

Your Personal Business Coach, out.

#smallbusiness #businessintelligence #processautomation #rpa