The road to hell is paved with good intentions. Or, every single touchpoint on the customer journey was thought through. They just didn’t work very well together.
“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.”