Author: Franz Malten Buemann

The last semesters of college I started working in a Contact Center for AT&T where I learned the basics of customer service. After finishing my degree (I’m a sound engineer) I started working in the advertising world making advertising videos and campaigns it was crazy to be an animator/director. This evolved until we started a marketing agency with my partners and started developing software. I felt stuck in my own company and wanted to look for new challenges, so I switched from marketing to technology and got a position as Product Manager in the customer support area at Rappi. THAT was the AHA! moment that changed my perception about how a Service can completely ruin a random person’s day, and how well they would remember and tell all their friends and family. This is how I started to approach the terms Customer Experience and Employee Experience. I think it has all been very organic and I am very excited to become a recognized Customer Experience pro soon. What was your journey?
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Successful organizations of just one or two freelancers have very high revenue per employee, effective labor utilization and few communications problems.

And significant organizations of a hundred or a thousand people also produce enormous amounts of revenue, profit and perhaps value.

In between, though, there’s a slog.

That’s because a successful tiny organization that adds people creates communication problems. Instead of each person knowing what to do, they need to meet about it. They also require people to support their people–HR, policies, etc.

The trough is characterized by nascent specialization, and if any specialist can’t deliver, the entire entity struggles, because there’s just one specialist for each category. Many mouths to feed, but fewer farmers per capita.

In that trough, many small businesses flounder.

They had the profit or the investment to grow, but they grew too much or didn’t grow enough. Either way, they’re caught in the trough.

The trick is to understand your industry well enough to know where the trough lies.