Episode 1 – frustration

Padawan, customers are frustrated and suffering. You think you and your team have designed a wonderful customer experience. You spent countless hours internally creating a strategy and working through implementation plans. How much time has your team spent with your actual customers? Have you done testing to ensure that your strategy and tactics will hit the mark? Researchers know that it is easier to deliver great experiences if you spend more time with customers. You won’t be in alignment with your customers, if you don’t spend time with them. When Luke first went to train with Yoda, he was not in alignment with the force. He had to train, learn to listen and channel the energy of the force. If you want to harness the energy of your customers, you must spend time with them. Listen to them. The more time you spend, the better you will understand what frustrates them, makes them angry, and causes them suffering. Only by spending time with them will you be in alignment with them and the force.


May the Force be with you,

Shoji-Wan Kenobi

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