Tell me why!
This week I listened to a colleague tell me that, three years ago, the company he worked for acquired another company of near equal size within the same industry. Within the last week, one of his peers from the acquiring company, a senior director with a large team, mentioned he was not sure why the acquisition occurred, whether or not there were any benefits, and what the impact was to his team.
Because very little information was shared, this acquisition represented a bigger and more complex product catalog and operating model to many employees, including senior leaders. This individual was angry that he was forced to change processes he was already comfortable with and was quoted saying “we need to go back to what we were doing before”. Read more
hat’s the wrong question. Believe it or not, your executives actually do care about your customers. These are smart people, and they know that pleasing customers is the secret to success.
I’m returning from a two-day Action Workshop, wrapping up a four-month journey mapping project. In the first day, we shared the literal voice of the customer, collected through 46 video interviews with customers. These video interviews shared the power of when the customer experience goes right, as well as the ramifications of when it goes wrong. At one point, there were audible gasps from the attendees after one former customer shared his experience with our client. 
