Customer safari

A fun intervention is to take teams in supporting roles to teams with direct customer contact. This way, supporting teams get a better picture of the customers and their needs. It also gives a better picture of how employees with direct customer contact are supported by the processes and systems provided by the supporting team. When people see this with their own eyes, they see problems firsthand and straight from the horse’s mouth. At an unemployment benefit office, we called this a “customer safari.” The best feedback was: “Unbelievable, they had to log into three systems to answer one customer question.” 

So go on safari. Take the crew members on a day trip from the ship and show them the customer environment and have them talk to customers, the users of their products. We are curious about the insights a safari will bring you. Have you already planned it?