The Customer Experience Report for Dec 15th, 2012

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The Customer Experience Report

December 15, 2012 – An Occasional Newsletter (Vol. 1, No. 1)
Legos: A Great Metaphor for Customer Experience

Lego bricks are simple, colorful, and atomic. They are necessary to build models of more complex systems, and are not sufficient by themselves (usually) to make a complete experience. You use Lego bricks together to create larger tools and models.

Building Blocks (photo by

A good model for Customer Experience?
The tools and methods of customer experience don’t work very well in a vacuum. Only by understanding what you’re doing (the end goal), the tools you need to get there (the pieces of the set) and the methods you employ to get to where you’re going with the tools you have (the recipe for putting the pieces together) can you build a coherent customer experience strategy that makes sense and that works for your organization.

Wait, are Legos really a good model for this? Yes, because it’s easier to get people to update the smallest big thing they can find and use that action as a catalyst to improve an entire system. Too often people in an organization get overwhelmed by the scope of change required to move (small) mounains.

“Up and Stumbling” as a first step
Using a metaphor like a lego brick or a lego set encourages your team members to fight for the things they already know how to change and to minimize the likelihood that they will try to “boil the ocean” or take on more of a project than they know how to do at the moment.

Really, how can I get started?
To learn more about using Legos for organizational change, you might check out this article by the Learning Institute at Lego; and also read this account of organizational change at Lego (a little meta, but awesome to see them using their own methods.) Finally, you can see how Organizational Change consultants position Lego as a means for change.

tl;dr: To succeed in big changes, make the smallest big change you can.

Great stories from this week

Why more features doesn’t mean success (from the KissMetrics Blog)

Designing Sequences not stills (from DesTraynor of Buffer)

Startups, please write better emails (from @mhj)

You can also find up-to-date customer experience tidbits here


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