Lean CX

Introduction

Mice, Monkeys, and Gazelles.

More than two decades ago in 1998,² Spencer Johnson wrote a business fable about two mice and two people who all lived in a maze and essentially spent their lives looking for cheese. After successfully finding some cheese, both the mice and the humans had to deal with the challenge of what to do when the cheese runs out. Johnson’s genius was in describing the differences between the responses to this problem: the mice realised their cheese supply was dwindling and set off on a search to find more, even before their stash was gone. The humans were less open to change and one almost perished because of an inability to stray from the cheese pile they had found. Even though the humans could see their store ...