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The Outside In discussion group on LinkedIn continues to examine how organizations approach processes and service. One such conversation connected terminology most often used to describe encounters between the company and its customers. Following recent service experiences, I found several worth sharing: MOT (moment of truth), Pain Points, and SCO (successful customer outcome). Fellow consultant, Dick Lee, provided industry definitions:

The Retail Banking Group on LinkedIn held an interesting discussion post about consumer reaction to banks.  Two truths exist without doubt, more regulation is coming, and secondly, financial model assumptions aren’t effective in this economy. Having worked for both banks and credit unions I’ve learned valuable lessons. The first is banks must rethink fee structures in this economy. I don’t agree with higher fee proponents for small to mid-size commercial borrowers.

I sat in stunned amazement last week following a service call with an agency management system sales rep. The call pertained to billing, technical support, and user group experience issues for a recently converted insurance agency.

Organizations are comprised of people, processes and technology. Finding the right mix for operational excellence is similar to what any good chef must do to produce an exquisite culinary dish. Managers must understand that communication is more than sharing a thought, idea or opinion. It is the art of interpretation and inspiration. It provides direction for goal attainment or business achievement. It is important enough to demand its place as a core competency necessary for effective organizational management.