E6S-112 Customer Journey and Experience Part 1 - De-United, and It Feels So Good

Intro:  Welcome to the E6S-Methods podcast with Jacob and Aaron, your weekly dose of tips and tricks to achieve excellent performance in your business and career.  Join us as we explore deeper into the practical worlds of Lean, Six Sigma, Project Management and Design Thinking.  In this episode number 112 we introduce the concept of customer experience and the customer journey map, and how this can tie to your Lean Six Sigma initiatives, although the journey goes well beyond the value stream.  Here we go. http://bit.ly/E6S-112; Leave a Review! http://bit.ly/E6S-iTunes


I            Customer Experience Intro

a.       Why?

i.      Useful in designing new products & services

ii.      Identify service pain points, prioritize improvement efforts

iii.      Competitive differentiator (especially at product parity) – premium brand

1.      Example: Doug Sandler, Author Nice Guys Finish First– Episode 76 http://bit.ly/E6S-076, Out-competes in a DJ market where he has no business playing in (50 year-old in a 20-year-old dominated industry)

a.       Goes beyond the “product”

i.      Manages every touch point, a full year out before a gig is scheduled.

ii.      Understands customers’ needs and concerns

b.      Rule of Thumb: Overall CX is weighted most by the most recent experiences and the worst experiences (stick in memory)

c.       Resources:

i.      http://www.cx-journey.com/

ii.      Forrester CX Cast – iTunes

iii.      Excellent Cultures – Biz Culture Matters - iTunes

1.                  Good Customer Experience starts with a good employee experience

iv.      Crack the Customer Code Podcast - iTunes

II         Customer Journey Mapping

a.       Different than VSM - Several styles, dimensions, complexities


III      Real-life customer experiences

a.       United Airlines

i.      Consistently bad experience

1.      Bad systems

2.      Bad culture

3.      Bad policies

ii.      They say they’re coming back (not sure I’ll give them the chance to prove it)

1.      https://www.linkedin.com/pulse/how-united-airlines-plotting-customer-service-comeback-elliott?trk=pulse-det-nav_art

2.      Email aaron@e6s-methods.com to try out the Customer Journey Map excel template

Click to see full journey

Click to see full journey

Outro: Thanks for listening to episode 112 of the E6S-Methods podcast.  Jacob and I deliver dueling customer experience stories in episode 113. We're still "De-United," but maybe there's hope.  If you're a true weekly E6Ser, stop being so selfish, and share use with a friend.  Go to iTunes and take 2 minutes to leave a review.  The link is right here.  This helps us achieve our highest goal to become billionaires. I promise to share a piece of my first billion with everyone who leaves a review.  Don't forget to you can find notes and graphics for all shows and more at www.E6S-Methods.com. "Journey Through Success. If you're not climbing up, you're falling down.  Leave a Review! http://bit.ly/E6S-iTunes