Let’s do a little imagination exercise. Let’s pretend you’re in the market for a new car. You go down to the auto dealership, and instead of going into the showroom to talk to a sales representative, you go into the dealership service department and just order every single part that goes into the model of car you want.
Is that how we buy automobiles? Seems a little absurd, huh?
A few days later...
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What if you got all of your customers together in the same room so they could compare their experiences with each other. How many of them would share the same experience?
A Big Mac tastes the same in Paris, France, as it does in Paris, Texas, because McDonalds has a standard. It doesn’t matter who is at the counter or who is on the grill. Your experience as a customer should be the same. Customers want consistency, they want to know what they can expect.
If you can’t articulate your customer’s journey when buying from ...
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Let’s take a much deeper look at the concept of "business process".
We tend to think of the idea of "process" as something negative or mundane. For example, the "legal process", where we deal with life issues like traffic citations, divorce, or even civil lawsuits. It's generally not viewed in a positive light. Or, we associate the term with some bureaucracy like government offices - the "building permit process", or the "tax audit process". At any rate, the word itself doesn't really represent concepts that we regard as positive or redeeming
However, I previously discussed the idea of business process being essential to the success and growth of ...
A fundamental concept that I want to discuss is that of the success of a business being based on its systems and processes. The success and size of a business is directly proportionate to the efficiency and effectiveness of its systems.
Let me give you an example of this.
Everyone knows McDonald’s is famous for it’s Big Mac.
But it’s also famous for it’s approach to business as a system. There wasn’t anything particularly special about McDonald’s, but the fact that it...
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