When it comes to customer experience many of us think that we need to strive for 100% perfection. What many of us overlook is that if we try to hard to be perfect it clouds the real customer experience and is actually worse for the result that we are trying to achieve.
What companies should strive for is what they call the 80/20 effect. This rule basically states that there is some room in areas of customer experience that don’t need to be 100% perfect in order to be effective. In fact the 80/20 philosophy actually gives better proven results in most areas and applications than trying to obtain 100% perfection in every area which, after all, is nearly impossible and not an effective customer experience anyway.
- It’s human instinct to hold ourselves to a higher standard.
- A significant number of people who are committed to enhancing the client encounter (CX) ineffectively aim for 100%.
- Compassion is a noteworthy quality of organizations that make an incentive from dependable client connections.
“Philosophy abounds with variations on the notion that pretty good is actually pretty great. Aristotle found virtue in the middle ground between aesthetic and ethical extremes. Ralph Waldo Emerson advised “moderation in all things.””