Comments on: When Experience Doesn’t Scale http://www.360connext.com/when-experience-doesnt-scale/?utm_source=rss&utm_medium=rss&utm_campaign=when-experience-doesnt-scale 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 By: When The Truth Hurts | 360Connexthttp://www.360connext.com/when-experience-doesnt-scale/comment-page-1/#comment-24481 When The Truth Hurts | 360Connext Wed, 24 Aug 2011 18:34:13 +0000 http://www.360connext.com/?p=580#comment-24481 [...] be solved overnight, your budget won’t work, your internal resources won’t support this type of initiative. If they are hearing another type of story from someone else, they want to believe.Sometimes we all [...] [...] be solved overnight, your budget won’t work, your internal resources won’t support this type of initiative. If they are hearing another type of story from someone else, they want to believe.Sometimes we all [...]

]]> By: Jeannie Waltershttp://www.360connext.com/when-experience-doesnt-scale/comment-page-1/#comment-1112 Jeannie Walters Sat, 17 Jul 2010 14:11:53 +0000 http://www.360connext.com/?p=580#comment-1112 Discussing the emotional impact is a really important point. Gets me thinking...enough for a possible other post. Thanks, Chris, as always for your insights! Discussing the emotional impact is a really important point. Gets me thinking…enough for a possible other post. Thanks, Chris, as always for your insights!

]]> By: Chris Baileyhttp://www.360connext.com/when-experience-doesnt-scale/comment-page-1/#comment-1095 Chris Bailey Fri, 16 Jul 2010 17:07:21 +0000 http://www.360connext.com/?p=580#comment-1095 Jeannie, this is one of the research questions I've been kicking around in my head: how does an organization's startup cultures evolve as it matures? It goes to the very heart of the issues you raise here. Employees, organizational cultures, and the customer experience are inextricably linked in ways that few execs can imagine.As the organization scales larger, that means new individuals are entering and they carry their own set of expectations. They're never fully acculturated, which does have its benefits - its how cultures keep from stagnating.Your quotes also highlight the impact of *change* - both externally and internally - in how an organization scales. I remember working for a company that announced it was pursing IPO and that freaked out several clients who were terrified that their service would suffer. For some, it was difficult to persuade them that they'd still get the same great level of service they'd come to expect...but honestly, even we employees weren't sure if we were telling the truth. So don't forget the emotional component, either.Thanks for the stimulating post :) Jeannie, this is one of the research questions I’ve been kicking around in my head: how does an organization’s startup cultures evolve as it matures? It goes to the very heart of the issues you raise here. Employees, organizational cultures, and the customer experience are inextricably linked in ways that few execs can imagine.

As the organization scales larger, that means new individuals are entering and they carry their own set of expectations. They’re never fully acculturated, which does have its benefits – its how cultures keep from stagnating.

Your quotes also highlight the impact of *change* – both externally and internally – in how an organization scales. I remember working for a company that announced it was pursing IPO and that freaked out several clients who were terrified that their service would suffer. For some, it was difficult to persuade them that they’d still get the same great level of service they’d come to expect…but honestly, even we employees weren’t sure if we were telling the truth. So don’t forget the emotional component, either.

Thanks for the stimulating post :)

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