I was listening to an old interview with Steve Jobs today, he was discussing the process of product development and how he’s learned over the years to start with the customer experience in mind rather than the technology. I was again struck by his passion to deliver a phenomenal experience to his customers. I have been focused the last couple years on making sure that Tahzoo had the capability to help our clients deliver a great experience, but, candidly, I haven’t spent enough time crafting the experience I’d like for our clients.
When I founded the company I established the company values as part of a strategy to ensure that we had the right people. In the early days when I was acting as the account manager, I labored over the quality of our work and ensuring that we provided the best possible deliverables, I figured setting a good example would carry the day. As we began to grow we focused on hiring smart and happy people as core tenant of our customer experience strategy. More recently we created the Delivery Lead role as the keeper of the customer experience.
While these are important in setting the foundation for our company they are not nearly as explicit as we need to be around our customer experience. I was talking with one of our clients who had recently hired McKinsey to conduct a strategy workshop and while the workshop was in process they filmed the white boarding exercise and interaction between the teams. The video was streamed live to a group of graphic artists who produced a slide deck that represented the meeting inputs outputs and decisions. At the conclusion of the meeting the McKinsey team handed the client a freshly printed and readymade deck. Our client was blown away by the experience and we talked in detail about how Tahzoo could make similar improvements in our customers’ experience to set us apart from the field.
Just another example of how you never know where the next inspiration might come from or the surprising ways that the customer experience can be continually improved. Like Steve Jobs said, start there and you’re going to do alright.