Скачать или смотреть The Decision Delay | How Bureaucracy Kills Customer Experience

Summary
In this episode, João M N Pereira discusses the detrimental impact of bureaucracy on customer experience, emphasizing the importance of speed and empowerment in decision-making. He introduces the Experience Decision Velocity (EDV) tool, which measures time to decision, decision accuracy, empowerment threshold, and resolution loop time. Pereira argues that fear and delay are the real barriers to effective customer service, not the lack of training or resources.


Takeaways
Delay is a silent killer in organizations.
Customers feel every second of wasted time.
Bureaucracy is experienced as pain by customers.
High friction leads to low trust.
Speed is the top driver of perceived service quality.
Slow decisions cost more than bad ones.
Customers forgive mistakes but not slowness.
EDV measures decision-making efficiency.
Fear is the real bureaucracy.
Start with speed and empowerment to improve experience.

Chapters
Introduction to Bureaucracy's Impact
Understanding Temporal Friction
The Role of Speed in Service Quality
Introducing Experience Decision Velocity
Overcoming Fear and Bureaucracy