"Our Take" |
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
1/16/08 - It's Just That Simple
Some of you asked for a little bit more detail regarding my comments yesterday about things being just that simple as it relates to managing the customer experience. I would be glad to share more thoughts because I believe there is such power in taking a "simple" perspective.
Do you ever find that giving advice to someone else is easier than making decisions in your own personal life? Is that because other's dilemmas are less complicated or easy in comparison? Probably not. The reason is most likely because you are not encumbered by their past experiences and emotions. You are freer to understand and embrace "the right answer" because you are not distracted by the extra stuff that really doesn't matter.
In short, it is easier to strip away the extraneous 'stuff' to get to the right answer for others. Getting to the right answer for customers is a matter of freeing ourselves from the extraneous stuff that distracts us from doing the right thing. If you are thinking, "Well, it's not that simple," let me tell you this: It is that simple!
Gary Lemke, Publisher
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