Over the past few months, I’ve been finding it hard to make really solid progress. Everything I do has felt small and painful. There’s been a lot of uncertainty in my life and finding the energy to move forward was difficult. During these times, there are the things you must do, no questions asked, one way or another they must be done. While these can be tough, there’s something about the mandatory nature that means they happen.
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I’ve been doing some research into hidden costs of project management which led me to thinking about the hidden costs of a poor customer experience and what happens when process becomes king, trumping the customer experience. Let me start by telling you about the experience I had that I’m relating to.
I decided to start a trial of some software. Like so much software today, it’s cloud based, there’s a monthly subscription and I was given a one month free trial. I won’t say who as I don’t really want to bad mouth them, I don’t think they are a bad company, they’re just falling prey to their process!
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