I listened to an interview with Tiffani Bova on the Marketing Book podcast.
Tiffani is the author of Growth IQ and her new book, The Experience Mindset.
The premise of the book is to design both customer and employee experiences simultaneously.
She believes that there is plenty of technology out there for businesses to leverage.
“We do not have a technology problem – it must be a people and process problem”. – Tiffani Bova
She ties this perspective back to Edward Demming.
“85% of problems are with the system and process, not the people.” – Edward Demming
These both highlight that the system and process are the root of most problems.
My Perspective
I think this is an interesting premise.
Map experiences for people – customers and employees.
Identify the problem areas.
Look at the systems and processes to see what is holding the experience back.
Leverage technology (or not) and people to improve the system and process.
When there are problems, the default is to adjust the technology or the team.
Maybe we should look instead at the process and the root cause it might identify.
Your Turn
What is one nagging problem at your workplace?
Have you mapped the customer & employee experience?
Are there process and systems issues that might arise with a deep dive?