Posted by Kirsten Gibbs Last updated 1st October 2020 reading time
Mozart didn't write down his music 'as-is' before writing it again as 'should-be'.
Of course not.
Like all composers, Mozart started with what he wanted the audience to hear, the 'should-be', translating as closely as he could what he had in his head into musical notes on paper.
I doubt if his first result was the only one.
Once you've got your Customer Experience Score written down, it doesn't matter that it started as 'should be'.  The job now is to make it your 'as-is', then to continually evolve it in line with the best 'should-be' you and your people can imagine.
