The Customer Experience Checklist Manifesto
February 19, 2010 12 Comments
I was reading a review in Business Week about a book called The Checklist Manifesto: How To Get Things Right by Dr. Atul Gawande. The book talks about how simple checklists can dramatically reduce errors in areas like operating rooms and construction sites. According to the Business Week reviewer, the book is:
Well worth reading, both for insights into the practice of modern medicine and ideas on how one can transform one’s own life through use of a checklist.
My take: The idea of using checklists in critical areas is simple, yet powerful. It got me thinking about what a customer experience checklist might look like. So I created this checklist of 8 requirements for all projects that touch or impact customers.
The bottom line: Keep customer experience on track with this checklist.