decision making

As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made.

I’ve previously written about prioritization methods and criteria:

Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work?

Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately, you’re seeking commitment, not just buy-in. And yet, there’s a greater opportunity to get not just commitment, but alignment and commitment.

Decisions, decisions, decisions.

As customer experience professionals, we have decisions to make; we need to help our executives make decisions; and prioritization is an important part of our decision-making process. Tools to be more efficient and effective with our time and our efforts are priceless!

Have you heard the saying, "Ready. Fire. Aim?"

What does it mean?

Shoot before you aim. Shoot (or do anything) before you think or before you think it through. Shoot before you know what you're shooting at. Shoot before you know why you're shooting.

Take your pick.

How well does your decision-making process work for you? Are you able to go from decision to solution to action with ease?

As consumers, we love more pictures of products we’re interested in.

Close-ups, multiple angles, etc. ensure we know what we’re buying. One person might buy a running shoe for its stylish appearance, but another might be most interested in its sole design. Yet another might want to examine the lacing or ventilation.

As everything is moving faster and less predictable as it seems, organizations are struggling to understand what it means and what options to take and how to land on the right decisions at the right time. The results are often inactions or delayed responses that cost companies.

Gallup released the results of a consumer survey which found (as reported on the Harvard Business Review blog):

More goodies from the EY 2014 Global Consumer Banking Survey….

EY asked consumers who had opened and closed bank accounts in the prior 12 months what their reasons for doing so were. Here’s what EY found: