When Processes Work but the Customer Experience Fails

Summary

This video is presented in Greek. An English summary is provided below.

A company can have well-run internal processes and still create a poor end-to-end customer experience. The reason is simple: the organization sees separate stages, owners and completion points, while the customer experiences one goal. The episode shows why process performance and customer-journey performance must be viewed together, especially at handoffs where internal responsibility changes but the customer’s case remains the same.

Key Takeaways

• Process-level success does not guarantee a successful end-to-end customer journey.
• Customers experience one goal, even when the organization sees several separate stages.
• Necessary controls can remain in place without transferring avoidable internal complexity to the customer.
• Handoffs are critical because ownership can change internally while the customer’s case does not.
• Management needs both process metrics and a view of whether the complete customer outcome was achieved.