How do you draw a line?You're customer-centric. Your organisation uses Design Thinking. The user comes first. But how deep does that really go?
As a good friend of mine says, what will you die in a ditch for?
What happens when you’re asked to make a change which will result in profit for the company but friction or disappointment for the customer?
But he won’t.
That’s not reality.
In reality he’ll be angry. There will be sharp words. Your manager will take you aside after the meeting. You’ll be in trouble, for real.
You’ll sit and agonise – it’s not a big change. It’s one little thing. Sure it’ll make the customer experience a tiny but worse, but only a tiny bit. Will you let it go? Even when you know that if you let this one go, the next fight will be a little bit harder and people’s belief in the value of what you do will be a little bit less.
If you win, the experience is a tiny little bit better and you get to say you have integrity. If you lose, it’s not going to be heroic and it has nothing to do with courage or guts. You’re going to tell your wife that you lost your job, your promotion prospects, your shared future, over one little thing. You’re not going to get a job at Apple in recognition of your courageous stand or get a reputation for being a defender of customer experience, you’re going to get a reputation for being a problem and a CV which said you got fired.
What will you do when they ask you to do the one thing you always said you wouldn’t?
With all that stacked against you and the best possible outcome being very slight improvement, will you genuinely say, “Thank you but I’d rather take the bullet in the ditch”?
Time will tell if you are right or wrong.
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