June 23, 2021


A hedgeful of birds makes a right old racket.  To our ears at least.  But for the birds, each species hears what it needs to hear loud, clear and beautiful.

A Customer Experience Score describes a client journey into and through your business.   It’s an end-to-end process, ideally run by a single individual.

Of course clients don’t arrive in sync, and they all take individual paths through your business.   That means that as you take on clients, and people to serve them, the sound of your Score being played becomes a right old racket.

To your ears, maybe.   For the client, it’s music, loud, clear and beautiful.

So resist the tempation to ‘tidy up’ what you hear from the inside.   Beauty is in the ear of the listener, and it very much depends on where you’re standing.