A ‘Dumb Rule’ is a rule or policy that customers HATE; it is used to control customer engagement and not enable it.
Dumb Rules create internal friction in an organization that prevents smooth fulfillment of what customers need and want; they make it impossible for the customer to get their desires satisfied in an easy way.
And they force the customer to leave and find another company that is friendlier to do business with.
In this episode, I present my ‘Cleanse the Inside’ Moves that successfully increased the viscosity of my organization to deliver high levels of performance that delighted customers and kept them with us. ‘Dumb Rules Commitees’ were formed and successfully eliminated the policies that did nothing but annoy people and tempted them to leave.
