Jan 4, 2021
Our objective on People Move Organizations is to make you successful in your career whatever your definition of success looks like. One of the things that will make you stand out from your peers is your ability to improve your customer’s experience with your company. Even if you are in a role where you don’t interact with your customer directly, you should always have customer experience in the back of your mind.
If you’d like to get a basic introduction to the concept of customer experience, check out episode 19.
You may have heard of the problem solving technique of asking Why 5 times. This technique helps you dig deeper into a problem by ensuring that you don’t accept the first answer to a problem. The idea is that if you keep asking why five times, you’ll dig deep enough to really understand the root cause of an issue.
I took that basic concept and adjusted it to address the idea of customer experience. I was looking for a way to help all employees within a company keep customer experience in the back of their mind as they contemplated a change to their process. I originally posted this framework as a blog post on LinkedIn in 2016.
I call the framework the 5 How’s.
There are 5 How Questions that you should always consider if you are going to implement a change to your process. Alternatively, if you have a process that you suspect could be improved, you could use these 5 questions to help you assess if a change is needed.