http://www.360connext.com/the-customer-experience-mapping-series-step-2-investigation/?utm_source=rss&utm_medium=rss&utm_campaign=the-customer-experience-mapping-series-step-2-investigation Specializing in employee engagement, customer communications and channel-specific connections like social media. Sat, 04 Feb 2012 03:15:29 +0000 hourly 1 http://wordpress.org/?v=3.3.1 http://www.360connext.com/the-customer-experience-mapping-series-step-2-investigation/comment-page-1/#comment-959 Jeannie Walters Wed, 07 Jul 2010 19:07:55 +0000 http://www.360connext.com/?p=567#comment-959 Great addition, Chris. Yes - asking how things work should be an open-ended way to explore what folks REALLY think. You will get tons of information this way. Thanks for adding it! Great addition, Chris. Yes – asking how things work should be an open-ended way to explore what folks REALLY think. You will get tons of information this way. Thanks for adding it!

]]> http://www.360connext.com/the-customer-experience-mapping-series-step-2-investigation/comment-page-1/#comment-957 Chris Bailey Wed, 07 Jul 2010 16:41:54 +0000 http://www.360connext.com/?p=567#comment-957 Jeannie, I think if I had to add anything to this excellent list, it would be to map the internal structure and dynamics of the organization. Often the reason most customer experience programs fail is due to not having the right structures and relationships in place. Perhaps this is a corollary to the second #2 - don't just ask about process, gain information on how other departments are perceived in relation to the customer (e.g., services often think sales is all about quotas not the customer). What's the health of the internal organizational network? If the inside of the house is in disarray, then no amount of work on the outside will be able to stand the test of time. Jeannie, I think if I had to add anything to this excellent list, it would be to map the internal structure and dynamics of the organization. Often the reason most customer experience programs fail is due to not having the right structures and relationships in place. Perhaps this is a corollary to the second #2 – don’t just ask about process, gain information on how other departments are perceived in relation to the customer (e.g., services often think sales is all about quotas not the customer). What’s the health of the internal organizational network? If the inside of the house is in disarray, then no amount of work on the outside will be able to stand the test of time.

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