Can We Come Back Tomorrow?
I believe you will never, and I mean ever, ever, ever work in the same way again after watching this video. There’s a chance it will single-handedly transform you and your thinking about user experience and your customers.
Immediately after watching this (and right after I threw the tissues away), all kinds of things were running through my head about our customers and their experiences with us. Don’t get me wrong; we have always been extremely customer-centric in our thinking and have always focused on doing the right thing for our customers. But this is DIFFERENT thinking. It made me question every moment of their experience and how I can make it better. Where are the opportunities that will allow me to “change the conversation on the car ride home” so they want to come back tomorrow?
During his talk, Doug Dietz, who is an Innovation architect at GE Healthcare, says when you design for meaning, good things will happen. Beth Comstock, Vice Chair of Business Innovation at GE, has delivered a message that “Behind every person, behind ever company, behind everything there’s a story…” and that if you connect to people through a story, the commerce will follow. To me, these are similar messages about watching, listening, relating and connecting to the needs of your customers, as opposed to focusing on “the sale”.
Think about what you do every day, who it impacts and how you can make it better for your customer. What is your inspiration? How can you transform the experience and the conversation for them? How do you lead and design with empathy? How do you connect your business story to their story?
We are all capable of building and delivering amazing solutions for our customers. This dialogue suggests we need to take a closer look at how we define failure. From the customer’s perspective, whether we have succeeded or failed depends on the experience we have created for them, how they felt and whether or not they want to have that experience again.
I will listen to my customers’ stories in a new and thoughtful way and be sure I am really creating the best, most valuable experience for THEM.
What will you do differently tomorrow?