"Our Take" - It's Just That Simple

(Past Editions by: Date, Title, Topic)

 
About "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.
 
 
1/15/08 - It's Just That Simple
Time for a bit of confession: I grew up thinking most things in life were complicated. When faced with decisions, I often pondered options and fretted about the consequences of my choice. But nowadays, I try to live by the motto, "It is just that simple."
 
I won't bore you with more of my thoughts on my adopted mantra but I will apply the idea to the world of customer experiences. You know, it seems so many businesses get away from doing the right thing for the customer because they don't understand that it is "just that simple." What do I mean by "it?" "It" refers to doing right by the customer and doing right for the customer. Nothing less.
 
Customers want it to be "just that simple" so why wouldn't we make it "just that simple." Try a little experiment today. Regardless of what side of the customer experience you are on today, take an "it's just that simple" attitude. See how something that simple (pardon the pun) can make a big difference. You might just surprise yourself.
 
Gary Lemke, Publisher
(Share 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
(Share your thoughts)
 
1/18/08 - Not So Simple
Earlier this week, I wrote about how we human beings tend to make things more difficult that they really need to be. The centerpiece of my decision making in business and in my personal life is this guiding thought - "It is just that simple." I am still discovering the power of this idea and the early dividends are mind-boggling.
 
At the same time I fully expected to hear from loyal CRMAdvocate readers that maybe things aren't always "just that simple." And I did. I am so glad I did because it gives me the opportunity to test this simple, yet powerful idea.
 
Next week, I am going to share reader comments challenging the idea that "it is just that simple." So if you believe it is just NOT that simple, I want to hear from you. Tell me why you think making the customer experience is not simple. Tell me why it is not simple to create loyal customers. Tell me why business and personal decisions can't be "just that simple." In the meantime, let me simply wish you a great weekend.
 
Gary Lemke, Publisher
(Share your thoughts)
 
1/23/08 - Simple - Yes, But . . .
Last week, I wrote I believe most decisions are simple. "It is just that simple," I said. But why don't many of our customer related decisions seem simple? Seeing the simple truth is often clouded by emotion and past experiences. One reader offered:
 
"Simplicity is a paradox; I think it is easy to change from the inside out if you are passionate enough about it - if you have to quit smoking to see your children grow up because the doctors tell you you'll die if you don't - well love of your kids will make the change simple. Conversely if change is thrust upon you with no visible value you can see, you'll resist it. So I think the bottom line is that it really is simple as long as those leading customer management and experience strategies tap into the passions people have to excel. I can change anytime if I am passionate enough about it. The trick is tapping into the passions people have for serving others while also benefiting themselves by winning, retaining and growing customers."
 
Passion. You either have it or you don't. It's just that simple.
 
Gary Lemke, Publisher
(Share your thoughts)