Posted by Kirsten Gibbs
Last updated 21st October 2021
reading time
"There’s an interesting rule called the 70-20-10 rule, which states that 70% of learning comes from doing, 20% comes from observing in relationship, and only 10% comes from actual instruction."
This is from my friend Grace Judson's leadership newsletter (well worth subscribing to).
Here's how you might apply it if you have a Customer Experience Score in place:
It's a good idea to hold regular reviews of the Score, as part of group practice sessions. Over time, people will internalise the Score, but not necessarily as it is written. You want to share desirable variations and eliminate the undesirable ones.  Regular group practice will enable this.
It is of course possible to do all this without a Customer Experience Score. It will be harder though, because you have to spend time agreeing whose version of 'how we do things round here' is the right one.
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