Posted by Kirsten Gibbs Last updated 9th October 2020 reading time
What happens if it works?
Every improvement we make to our business doesn’t just change the business. It changes us too. And that is a truly scary thought. What if we don’t like our future selves? What if other people don’t like them either?
We forget of course, that our self has changed with every improvement we’ve ever made, and yet we are the same person we’ve always been.
Composing your Customer Experience Score won’t make you a different person. It will simply enable more of the real you to come out.
And by bringing your whole self to bear on composing it, you’ll do the same for everyone that plays it, and everyone that experiences it.