Should we use tablets?
Should we use tech at all?
How can we make it simple, real time and best of all fun?
How can we integrate online and in-person among the community developer (us) and our builder partners?
As we created the amazing variety of journies our customers will take with us, trying to create a simple and easy approach became more and more complex. We are all customers too, so we inevitably referred back to those iconic customer service experiences held up as gold standards - the "blue shirts" in the Apple store, the seamless airline check-in experience, even some new examples from the automotive world. The discussion was great, and it reminded me of a few simple truths:
- Customers compare you to their last best customer service experience, regardless of the industry. If you are comparing yourself within an industry, just remember... your customers aren't.
- Every front of house opportunity has its share of back of house problems ... and they are all worth working through.
- The kind of thinking needed to do this should make your brain hurt. If it doesn't, you likely aren't thinking hard enough.