We were leading the Action Workshop, finishing a journey mapping project with a client.
Whereas they had a very strong overall experience, they were struggling to retain Millennials, a key demographic for them (and for many clients). The journey mapping process led to a clear picture of the pain points for this demographic, and pointed the way to some quick wins, as well as very strategic approaches to really engage this group. Unfortunately, the challenge came when we engaged the local staff. They were already receiving so many initiatives from various sources that they were struggling (and often failing) to keep up. As a result, the customer-facing staff was so busy doing reports and filing emails that they really didn’t have time to be customer-facing anymore.
That’s when a participant finally said it. As we were brainstorming, he put up the post-it note: “Kill 50 ideas that suck.” Read more