The Customer Journey Begins – and Sometimes Ends – With Your Employees
“Price, quality or service. Pick two.”
You’re no doubt familiar with the most famous catchphrase of the “triple constraint theory” of business: the idea that an organization must sacrifice one of those three elements to deliver on the promises of the other two.
Another way to put it is, “You can’t have it all.” Except now you can. Largely debunked today, the 1950s-era triple constraint theory made sense in a time when companies mostly made widgets. But these days, don’t even think about telling modern digital consumers they must sacrifice any one desire to receive value. Today’s customers don’t just…