April 19, 2023

What do you do with all that feedback?

Well, you can ignore it, and carry on working according to your existing assertions about how the system works.

Or you can examine it, and decide whether your existing assertions remain valid (or maybe valid enough for now).

Or you can examine it, and decide whether you need to change those assertions, and how you work within the system.

This can be more difficult than it looks, because you need to be conscious of your assertions, and of how you currently work.

Fortunately, if you have your Promise of Value clearly defined and articulated, and a working Customer Experience Score in play,  you’ll know both well enough to be able to extrapolate the consequences of what you see in the feedback, and see where things need to be redesigned.

Discipline makes evolution possible too.

Ask me how.