Processes are often created for processes-sake. Don’t fool yourself. Adding more steps, layers of bureaucracy or excessive approval delays action, limits people and makes your experience suck.
“Relationships are like banks. It works best when you both make deposits. That way, there’s always something in the bank for a withdrawal.”
Get your head in the game. Face reality. Nobody fits perfectly neatly into a box, and this is true for segments and target markets, too.
But how can you take shortcuts with your customer experience? Do’s & Don’ts…
It’s amazing how many times I report back to a client about a bad user experience and someone in the group reports back, “Oh, yeah, we knew that’s bad.”