When you are interacting with a client every interaction takes place within the 3 dimensions of service
The Business dimension
The Human dimension
The Hidden dimension
Capabilities in the business dimension help you meet a customer's need, like buying a product or getting information. These are the reason you are in business if you can't meet the customers business need, go home, you've failed.
Skills in the human dimension help you see and interact with the client on a social/emotional level i.e. meeting them as a human. This can be as simple as a friendly hello or as challenging as trying to de-escalate an angry client. These skills can help you turn an angry client into a more loyal client
All aspects of the hidden dimension are invisible to customers. This dimension
includes all the policies and procedures, legal requirements the resources your organization gives you to do perform your role and meet your clients' needs. NB Your clients don't care a damn about your policy or procedures - they are the framework you operate in.
Focus too much on business you get examples like Wells Fargo and their fake account scandal
Over emphasize the human you get rave reviews but profitability is a struggle and
Underscore the hidden dimension and you get an internally focused bureaucratic organization that frustrates clients and employees alike
So as you plan your CX strategy or your employee development goals, how do the three dimensions figure in and where can they lift the performance of your organization?
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