Document THIS! Betrayed by Customer Experience Documentation
Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.
process
Your Process Flows Don't Know Jack!
A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages of process flows outlining what they believed to be the processes which interacted with customers. …
