Really liked the distinction between activity and ownership. In many finance and O2C processes, customers often end up bridging gaps between billing, service, and operations. The handoff may be complete internally, but from the customer’s perspective the outcome still matters most.
The medical example does a lot of work here. In healthcare and finance the customer isn't hoping for a good experience, they're assuming a competent one, because competence is the baseline they paid for. Getting it right doesn't get you a pat on the back! Getting it wrong isn't just a bad review, it's harm or someone's savings. So when the firm sees a timing issue and the customer sees risk, it has handed back the very thing it exists to carry. Ownership matters in every journey. In these sectors it isn't a nicety, it's the licence to operate.
Great point, Michael. In the end of the story, we needed to reschedule because of the uncertainty. And on the original appointment day, the system was finally updated. So if we played chicken, and kept the appointment using hope as the only support, raising potential anxiety, we would have won and been relieved. How fun.
Really liked the distinction between activity and ownership. In many finance and O2C processes, customers often end up bridging gaps between billing, service, and operations. The handoff may be complete internally, but from the customer’s perspective the outcome still matters most.
The medical example does a lot of work here. In healthcare and finance the customer isn't hoping for a good experience, they're assuming a competent one, because competence is the baseline they paid for. Getting it right doesn't get you a pat on the back! Getting it wrong isn't just a bad review, it's harm or someone's savings. So when the firm sees a timing issue and the customer sees risk, it has handed back the very thing it exists to carry. Ownership matters in every journey. In these sectors it isn't a nicety, it's the licence to operate.
Great point, Michael. In the end of the story, we needed to reschedule because of the uncertainty. And on the original appointment day, the system was finally updated. So if we played chicken, and kept the appointment using hope as the only support, raising potential anxiety, we would have won and been relieved. How fun.