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Tough Competition for Customer Experience

Tonight I was reminded how tough the competition is for each account.  A friend of mine was clearly frustrated about something with his TMobile service and in 9 words vented his frustration.  Within 15min the competition was first to respond - offing to welcome him - 5 min after that TMobile responded.  How fast is your OODA loop?  In this case Verizon was able to get inside TMobile's Loop. 

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How fast is your OODA Loop?  OODA stands for Observe, Orient, Decide, Act.  The loop is because the process is repeated frequently.  It was created by military strategist, John Boyd and says that An entity (whether an individual or an organization) that can process this cycle quickly, observing and reacting to unfolding events more rapidly than an opponent can thereby "get inside" the opponent's decision cycle and gain the advantage.  


“How fast is your OODA Loop? Well, that depends on several factors that can affect your reaction time. Simple Reaction Time is generally accepted to be around 220 milliseconds (Laming 1968) - (Source).  In marketing we have more time than 220 milliseconds, for this example the window for any Action was 15min.