[Sigia-l] 3 click rules and key drivers

[Samantha Bailey]

Hi,

I have a dilemma and would like to get some input. The company I work for
has an annual customer service/competitive evaluation performed and they
have identified key drivers based on extensive focus groups with customers.
One of those key drivers is "takes few clicks to find information"--meaning
that customers have indicated that this is one of the things that is
important to them.

Now we have started a new initiative to work on improving overall
satisfaction and loyalty scores and they want to improve our rating on
"takes few clicks to find information" among other key drivers. I have been
assigned to lead a task force to improve this key driver rating.

I have explained that the 3 click rule has been pretty thoroughly debunked
and that the desire for fewer clicks is more of a symptom of a problem
finding information--but here's the rub--there's *another* committee that's
been assigned to address the "make information easy to find" issue.

It isn't an option for me to decline the assignment and it doesn't appear
that we can morph the two groups into one, at least not yet. So, I need to
start somewhere, but I'm a bit at a loss.

Has anyone else confronted something like this? Where did you start? How did
you approach it? Any advice?

Samantha Bailey
samantha at baileysorts.com | http://baileysorts.com