Employee and customer journeys as tools to refine business strategies

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I was reading a question on LinkedIn   asking what should one do to reboost  poor performances in a company. My first move was to advise what any senior manager would do: staff interviews, swot analysis, balance scorecards, financials reviews, competition analysis, quick victories and a 30/60/90 plan to implement and execute. Than I asked myself: the company is performing poorly from the perspective of exactly who? Obviously that was from the customer’s point of view (I will stop doing business with your company) and the employees point of  view ( we are not performing well anymore).

Their respective journeys analysis would very easily point out where the performance leaks are.

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