Lean Customer Interaction

Today, one of our focus as human is to aim for clean, ecological and lean environment, processes and practices. We will take a look in this post at the three wastes you are dealing with by not embracing streamlined customer interactions.

Not streaming the customer interaction comes down to three elements

• Waste of time that comes from unnecessary interactions and from manual handling
• Waste of focus that you need to drive adding value
• Waste of opportunities that could be ceased by capturing data

- The first thing is waste of time. When you are spending that much time in unnecessary interaction with your customers, as we saw in a previous post, wasting your time and hurting your customers experience, you are not doing anything good for your business. Better pay heed to this area of leakage and take it seriously. Having not streamlined customer interaction will lead to justify dealing with this waste, not facing it, and living with it.

- The second type of waste is the waste of focus. Having unpredictable disruptive customers interactions hurts your performance during the day on two levels. According to a University of California Irvine study, “ it takes an average of 23 minutes and 15 seconds to get back to the task.” Let me do the math for you: If you get distracted three times a day, you’re losing an hour of work. An hour!. And that creates some level of rushing the work, which means an urge to go to the next task without giving enough focus to the task in hand, and without going that extra mile to take care of your customers. Not having a streamlined interaction will not help in minimizing the level of disruption and will prevent you from getting the level of control to go that extra mile.

- The third type of waste is regarding the missing opportunities that could not be caught without capitalizing on exchanged data. When you don’t have a system to streamline the customer interaction, you don’t have the capability to capture sensible data that you need in order to make a leap in transforming your business to be at the level of increasing competitiveness in the market. If you look at it from a customer satisfaction perspective, without capturing data, you find yourself lacking the capability to listen properly to your customers needs and frustrations.

Having a streamlined customer interaction is your way to build a resilient business that grows in a lean way overcoming the major sources of wastes and obstacles of healthy performance.

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