Systematic Customer Experience (CX)

A disciplined approach to great CX.

One of the things that made McDonald’s famous (initially), was that regardless of the location you visited, the experience was the same. You could expect (and subsequently experience) the same menu, the same taste, and pretty much the same restaurant layout.

In order to pull this off, there needed to be a systematic approach to everything behind the scenes and visible to the customer. Behind the scenes, the great CX required consistent ingredients, recipes, cooking tools and methods. Visible to the customer, the great CX required consistent ordering, pricing, and delivery.

Jeff Haden’s article– “An Almost Foolproof Way to Achieve Every Goal You Set” — features James Clear’s systematic approach to getting things done.

If your goal is to create great CX, a system is required consisting of people, process, technology, and corporate culture that continually listens to the customer. These elements need to be delivered consistently across your channels (web, mobile, social, call center, and face-to-face) or your customers will suffer. Great CX is only achieved with commitment and accountability to the system.