INSIGHT 63
USING BEHAVIOURS RATHER THAN TARGETS TO IMPROVE YOUR CUSTOMER EXPERIENCE
Use this when you need to transform your organisation and adopt new behaviours that put the customer at the heart of everything that you do.
For a long time, targets have been used to help businesses, teams and individuals focus on and drive performance improvement. And for many businesses and roles they work well.
However, some targets, if they are not set well and not thought through, can drive the wrong sort of behaviour and work against the organisation, its customers and the delivery of a great customer experience.
Consider the example of Swinton,15 one of the UK’s largest high street insurance retailers, that was fined £7.3 million by the UK’s Financial ...
Get How to Wow now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
