Sometimes we get too close to our own processes to see what’s really going on.
That’s why looking from the outside in is so powerful—it lets you see the full picture, from the user’s perspective, and spot opportunities for real improvement.
🚀 – Walk in Your User’s Shoes.
Imagine being the user on the other end of your service. How does it feel? What’s frustrating? What would you want to be different? Real improvement comes when you stop thinking like the provider and start thinking like the person you’re serving. The best insights come when you experience your product or service from their point of view.
🚀 – See the Entire Journey.
Improvement isn’t about just fixing one part of the process. It’s about seeing the whole journey. When a user raises an issue, how smooth is their experience from start to finish? Are all the teams involved aligned towards helping that person? Or are there disconnects along the way? Real progress happens when you can zoom out and see how everything fits together.
🚀 – Challenge the Way Things Are.
When you take a step back, you start to notice things you’ve missed before. Why are we doing it this way? Could we make it simpler, faster, or more user-friendly? Improvement doesn’t always mean tweaking what’s already there—sometimes, it means rethinking the entire approach. The best improvements come from challenging the status quo.
🚀 – Focus on the Human Connection.
At the end of the day, improvement isn’t just about fixing systems—it’s about helping people. Every part of your process should be focused on making the user feel understood and cared for. When everyone in your organisation is working with the human at the centre, that’s when real improvements happen.
👉 So, when was the last time you looked at your service through fresh eyes? What would a stranger see?
Summary
Turning customers into advocates is about empathy and care, especially when things go wrong. By balancing speed with quality, personalising interactions, and building trust through transparency, you create a natural desire for customers to share their positive experiences. It’s not about incentivising—it’s about delivering a service that people genuinely want to talk about.
