Have you heard of the 1 x 10 x 100 Rule?
It states that:
Detecting quality problems early in the process is less costly than catching a quality challenge later.
Finding a mistake in product development costs less than in production.
Finding an issue in production costs less than post-launch.
๐๐ง๐ ๐๐จ๐ฌ๐ญ๐ฌ ๐๐๐ฅ๐ฅ๐จ๐จ๐งโ๐๐ฌ ๐ญ๐ก๐ ๐๐จ๐ซ๐ฆ๐ฎ๐ฅ๐ ๐ข๐ง๐๐ข๐๐๐ญ๐๐ฌโ๐๐ฒ ๐ ๐๐๐๐ญ๐จ๐ซ ๐จ๐ ๐๐ ๐๐๐๐ก ๐ญ๐ข๐ฆ๐ ๐ ๐ฉ๐ซ๐จ๐๐ฅ๐๐ฆ ๐๐ฌ๐๐๐ฉ๐๐ฌ ๐๐๐ญ๐๐๐ญ๐ข๐จ๐ง.
The rule is from the manufacturing industry, but it applies to customer experience.
It goes like this.
๐๐ก๐ ๐๐ ๐ฅ๐จ๐จ๐ค๐ฌ ๐ฅ๐ข๐ค๐:
A customer has an issue, it looks like a one-off thing and your able to figure it out. Problem-solved, not a big deal.
๐๐ ๐๐ฆ๐ฉ๐๐๐ญ: One customer.
๐๐ฆ๐ฉ๐ฅ๐จ๐ฒ๐๐ ๐๐ฑ๐ฉ๐๐ซ๐ข๐๐ง๐๐: Gratification for job well done.
๐๐ก๐๐ญโ๐ฌ ๐๐จ ๐๐ซ๐จ๐ง๐ : Youโre perceiving the issue as single incident and the best data available for evaluation. It may be, but how do you know?
๐๐ก๐ ๐๐๐ ๐ฅ๐จ๐จ๐ค๐ฌ ๐ฅ๐ข๐ค๐:
An issue occasionally happens. You to fix it with a workaround, so no problem. Thereโs inefficiency in the process, but you ignore it.
๐๐ ๐๐ฆ๐ฉ๐๐๐ญ: Hundreds of customers.
๐๐ฆ๐ฉ๐ฅ๐จ๐ฒ๐๐ ๐๐ฑ๐ฉ๐๐ซ๐ข๐๐ง๐๐: Employees get frustrated with the process inefficiencies and deliver inconsistent poor customer experiences.
๐๐ก๐๐ญโ๐ฌ ๐๐จ ๐๐ซ๐จ๐ง๐ : Youโre STILL perceiving the issue as one-off incidents. Delivering an inconsistent customer experience. Those impacted may be more negative of the interaction, post negative reviews, and share the poor experience with others.
๐๐ก๐ ๐๐๐๐ ๐ฅ๐จ๐จ๐ค๐ฌ ๐ฅ๐ข๐ค๐:
The spread of a problem. Lots of old, worn-out band-aids. But employees donโt even see them anymore. Theyโre part of the system. Technically only a small percentage of customers actually complain about this. Whatโs the big deal?
๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ ๐๐ฆ๐ฉ๐๐๐ญ: Thousands of customers.
๐๐ฆ๐ฉ๐ฅ๐จ๐ฒ๐๐ ๐๐ฑ๐ฉ๐๐ซ๐ข๐๐ง๐๐: Acceptance and denial. This is just part of our system. Itโs not perfect, but what is?
๐๐ก๐๐ญโ๐ฌ ๐๐จ ๐๐ซ๐จ๐ง๐ : Itโs become part of your unintended customer experience.
The issue has fallen off your radar entirely because employees and customers are so accustomed to it. Theyโve adapted to your issues and accept them.
The rule highlights the importance of root cause analysis. Do you have a process to monitor customer issues, conduct root cause analysis and monitor progress on action plans?
๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ-๐๐๐ง๐ญ๐ซ๐ข๐๐ข๐ญ๐ฒ ๐ข๐ฌ ๐ ๐ฆ๐ข๐ง๐๐ฌ๐๐ญ ๐๐๐ ๐ ๐ฉ๐๐ญ๐ก ๐ญ๐จ ๐ฉ๐ซ๐จ๐๐ข๐ญ๐๐๐ข๐ฅ๐ข๐ญ๐ฒ. ๐๐ ๐ญ๐ก๐ข๐ฌ ๐ซ๐๐ฌ๐จ๐ง๐๐ญ๐๐ฌ, ๐ฅ๐๐ญโ๐ฌ ๐ญ๐๐ฅ๐ค.
