Author: Franz Malten Buemann

It’s so tempting to simply begin painting a wall. After all, it’s pretty easy to lay down paint.

But it turns out that masking and dropcloths, painstakingly put into place, save many hours compared to cleaning up a mess afterward.

The same is true for what happens when we have a new hard drive or a blank document.

A file organization and backup system takes a few minutes to set up. It saves hundreds of hours in finding files, organizing versions and recovering from an (inevitable) system failure.

Using templates, master sheets and structured ways to hold data is far more resilient than simply putting some text and images on the page in a way that looks good.

Programmers who comment their code as they go ultimately get the real work done faster.

Establishing source control protocols among team members is a tiny price to pay for avoiding duplicated work.

If you don’t have time to do it right, how will you find the time to do it over?

You can tell if a house painter is any good before the first brushstroke is applied. And you can figure out if your designers, system architects or coders are good in the very same way.

Successful treaties calm things down and let us get back to what’s really important. Sometimes, the fight becomes the entire point.

Not surprisingly, when we’re busy fighting a war in our head about a previous injustice or slight, we can effectively consummate a treaty without the other person even knowing about it.

When Bain first invented the Net Promoter Score (NPS) measurement system, they introduced Inner and Outer Loops. These loops are used mainly by most Voice of the Customer (VoC) practitioners. They use these definitions of the loops: Something that I’ve noticed is that when some VoC vendors shout about ‘Closing the Loop’, they only mean the Inner…
The post Introducing the innovation feedback loop: disrupting CX management appeared first on Customer Experience Magazine.

We spend much of our worrying time on crises. Our media is filled with warnings, coverage and fear of cataclysms. The big boom, the sudden end, the crash.

In fact, rot is far more common.

Things decay unless we persistently work to support them. Organizations, reputations, systems, health, investments… even our teeth. For every hockey player who lost a tooth in a game, there are a million people who lost one over time.

Fear the rot, the explosions are merely a distraction.