In my book, I talk about the bottom half of mental models as containing the ways in which your organization supports people doing the things in each of the towers. I have also mentioned aligning your competitor’s services below the line, too, just to see how you can be different from them. Two weeks ago at the MX Conference in San Francisco, Secil Watson, SVP at Wells Fargo, mentioned something in her presentation about tracking customer satisfaction. You could, indeed, mark how well each thing you do serves your customers, according to the average satisfaction rating that customers assign it. This might be a nice way to “decorate” the boxes below the line so you can pick out areas that need help more easily. Thank you, Secil, for a great idea!
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