How people experience working with you depends upon a number of factors. A big part of that is process. As I have written about extensively, process is important. It helps to coordinate, to deliver results, and to codify expectations and principles into guidelines that can be followed. Those benefits tend to be internal to an organization, however. Frustrations and unintended consequences can occur when those same processes bleed to the outside. For those who lead with process, consider this a cautionary tale.
/ customer experience