Enabling Operational Excellence
Enabling Operational Excellence
Enabling Operational Excellence
Enabling Operational Excellence


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What is Your Company Doing re: Customer Experience?

Just finished reading a column “The Magic of Good Service” in The Economist (Sept 22 – http://www.economist.com/node/21563295). It’s well worth a quick read. Some of the ideas it discusses are below. Apologies for the buzzword salad … The opinion piece suggests these are management fads unlikely to improve much of anything. I’m interested in experience anyone has had with any of these ideas. Drop me a quick comment (Thanks!). I’m especially interested in coupling (or substituting) these ideas with business rules and decision management – which seems to me like the natural thing to do.
  • Chief Customer Officer (CCO): “… some firms have started appointing chief customer officers (CCOs) … These new additions to the … C-suite are supposed to look at the business from the customer’s point of view.”
  • Holistic Customer Experience / Customer for Life: “… [focusing] on the entire ‘customer experience’, rather than on individual transactions.”
  • Journey Maps: “… [identifying] the ‘journeys’ that customers take—such as choosing a product, paying for it or asking for help—and then follow them on their travels to see if they encounter any problems.”
  • Customer Archetypes: “… [inventing] archetypes of different sorts of customers to fine-tune their services.”

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Ronald G. Ross

Ron Ross, Principal and Co-Founder of Business Rules Solutions, LLC, is internationally acknowledged as the “father of business rules.” Recognizing early on the importance of independently managed business rules for business operations and architecture, he has pioneered innovative techniques and standards since the mid-1980s. He wrote the industry’s first book on business rules in 1994.