“Our United Customer Commitment: We are committed to providing a level of service to our customers that makes us a leader in the airline industry. We understand that to do this we need to have a product we are proud of and employees who like coming to work every day. …
Things have gotten too complicated. Everywhere around us, instead of working with what is already there, we add layers of rules / regulations / processes / functions and make things harder to understand and use. It’s time to introduce the Chief Destruction Officer.
Peter Drucker said, “Because the purpose of business is to create a customer, the business enterprise has two – and only two – basic functions: marketing and innovation. Marketing and innovation produce results; all the rest are costs.”
Doing “customer journey mapping” is the new, cool thing to do. Companies are tweeting and Facebook posting pictures of groups of people working with post-its by a whiteboard. So the big question is, does it work? Is it time well spent? Or is it just a fashionable trend that will blow over in year?