Seamlessness

Not everyone cares about the process or how things are done. Most people just want the outcome and the results.

When you do a blood test, you don’t really care what goes behind the closed hospital doors, you just want your results. When you have a computer issue and visit the IT department, you want nothing else but to get your computer fixed.

The last thing you want is to spend time learning how the process works and following up with a bunch of people from different departments or sections, just to ensure you get what you want. It really shouldn’t be the customers job to do that.

Hide how things are done and make them as seamless as possible. That’s the experience most customers want. The only time you should ever talk about your process is when a customer becomes so impressed by it that they actually asks for it.

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