Stick It (The Landing) - CRMAdvocate: 8/7/2012

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My Take: Stick It (The Landing)
Gary Lemke, Chief Customer Advocate (August 7, 2012)

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Have you been watching the Olympics? I absolutely enjoy sporting events I would never otherwise watch if it weren't for the Olympics. There are some great stories of nameless athletes who will almost immediately disappear back into obscurity. And the popular events that produce household names are as delightful.

Consider the gymnast. Regardless of the gender, the apparatus, or the routine, it seems there is one thought on the mind of everyone involved actively or passively. That one thought is front and center for the athlete, the coach, the judge, the audience both live and broadcast.

And that one thought is "stick it."

Of course, I'm talking about the end of the routine. No matter what happens during the routine, we want to see the competitor stick the finale. We want to see the perfect landing, the happy face, the raised arms and the thunderous applause.

Unfortunately, no amount of preparation makes that a certainty. The same is true for each customer experience. Everyone is rooting for a CX finale where the agent sticks the landing . . . but it doesn't always happen.

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

08.06.12 Howdy Neighbors 08.02.12 Once in a Blue Moon 08.01.12 Transparency Transgressions 07.30.12 Notoriously Bad at Change 07.27.12 VRM - The CRM Slayer? 07.25.12 The Customer as God 07.23.12 Your Hippocratic Oath 07.19.12 Take the Oath more "takes"

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