Working in Finance and Administration, I work with a lot of systems and deal with a ton of processes on a day-to-day basis. Although many of our processes that were manually done by hand (i.e. printing, filling out, scanning, emailing) can now be completed through an automated workflow system, there is one process that continues to frustrate me, the Concur Workflow Process. … [Read more...] about Traveling Reports
After reading some of these nightmare posts on return processes, I wanted to shed light on a retail store that has been doing it right since day 1: Nordstrom. As a previous employee, sure there is some bias. But let me open up your eyes to Nordys, you will not be disappointed! They used to be famous for not having a return policy – meaning you could basically return anything … [Read more...] about Nordstrom Return Policy Makes You Wonder If It is Too Good To Be True
Understanding a customer’s journey from the point of awareness to utilizing your product/service is important. Why? Because by fully understanding each of your touchpoints with customers (pros and cons) you can help build stronger experiences and in turn a better brand overall. In the article, “Using Customer Journey Maps to Improve Customer Experience,” Richardson explains how … [Read more...] about I’m Having an “Out of Box Experience!”
Last class we were charged with reading Using Customer Journey Maps to Improve Customer Experience by Adam Richardson, and a light bulb went off for me. I say this because within my company, our “customers” may not be our end user. The end users are one customer, certainly, but we can’t forget about the sellers of our product, who, as the Digital Team, we are charged with … [Read more...] about Who’s your customer?
Last night in our breakout session, a group member brought up that she has an upcoming trip to Disney. We all started chiming in with our own associations with Disney. And the more I thought about it, the more I realized that Disney is the king of continual process improvement. If you haven’t been on a Disney vacation in the past few years, then you may not be familiar with … [Read more...] about Unlocking the Magic of Processes with Disney