The Handy Experience Manual
Published: May, 2007
By Linda Ireland & Chris LaVictoire Mahai
We've been working with clients on customer experience improvements for several years. Over that time, in dozens of settings, in a variety of businesses and industries, we've arrived at a simple concept: customer experience is an operating model (or can be) that can drive the results any business is after: operating excellence, growth, and profitability. We’ve also learned that enrolling the troops is often easier with powerful storytelling.
We've taken our findings and wrapped them into a great little pocket storybook. This handy guide can serve as a reminder of the actions you can take at each step of your customer's experience and the results you can achieve by paying attention to them. We call it "THEM: The Handy Experience ManualTM."
We wrap the lessons around the story of our darling protagonist, "Trianglehead," and his quest to solve the metaphorical "pain in his neck."
Use THEM if you already know how to use customer experience to drive daily operating actions, but you're looking for a quick and easy way to get others to join you.
Use THEM to seed thinking and conversation.
You can even use THEM as a gift for a colleague who almost shares your convictions and could use a clever, smart and dare we say fun...push.
THEM: The Handy Experience Manual
Ready. Set. Engage!
Our THEM book is a fun way for leaders to open conversations with peers and teams about the payoff in customer experience.
Is your team engaged in customer experience changes that drive performance for your organization? Is your customer experience making you money?
“Focusing on what’s MOST important maximizes revenue growth; focusing ONLY on what’s most important protects margin.”
Just one of the profit principles you can learn from Trianglehead’s story in THEM.