In this short yet insightful episode of Clued In, Lou gets right to the point and poses a question for organizations…are you in a state of ‘break-through’ or ‘break/fix’? Either one may be the appropriate direction for your organization at this moment but it’s important to understand the path you are on as they do not lead to the same destination.
Focusing on break/fix (correcting the things customers tell you need improvement) may result in perfecting things customers do not perceive to be of value. Taking a ‘break through’ approach provides the ability to step back and begin to build a distinct experience for your customers (or employees) that delivers the emotional end-frame…how they feel about themselves in the experience
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