[REPRINT] When Touchpoints Become Painpoints, it’s Time for a Muda, Mura and Muri Intervention
CASE-IN-POINT: When Touchpoints Become Painpoints, it’s Time for a Muda, Mura, and Muri Intervention
REFERENCE: “The Customer Excellence Enterprise: A Playbook for Creating Customers for Life”| Operational (OPS) Bold Move #11: Mitigate Systemic Deviations
[REPRINT} When Touchpoints Become Painpoints, it’s Time for a Muda, Mura, and Muri Intervention
Synopsis. Leaders and practitioners in customer-centric operations, CX, and other experience and service-intensive roles recognize that simply focusing on “getting the job done” is no longer good enough to consistently meet the new standard of delivering exceptional experiences. On the heels of establishing core infrastructure for CX measurement comes the really hard, ongoing work of aligning, optimizing, and rewiring customer and employee journeys to that elevated standard.
Originally published on CustomerThink: Link to the full article.
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