…chances are, you may be doing it wrong!
Collecting feedback from surveys or a button on your website is NOT a CX program. It’s a start, but it ‘s the main reason why so many CX initiatives are failing! It’s not the survey nor the technology platform, it’s something more controllable in the long run than the mash-up of desperate technologies vendors represent as the holy grail of CX. The problem for the majority of organizations that are failing at CX is the organization themselves. Lack of executive commitment, employees being the last to hear or have knowledge of the “strategy”, someone or some group leading from the wrong side of the business etc. You can get CX right!
Organizations Need to Act Now
As customer expectations grow and the proliferation of digital disrupts industries, organizations face a growing pressure to delight their customers. Delivering a great customer experience requires understanding customer needs, their perceptions of their experiences, and the drivers of their loyalty. Today’s competitive landscape demands that organizations continually listen to those they serve and implement strategies and experiences to meet those customer needs. Achieving these goals and objectives requires strategy, self-assessment and awareness of capabilities, regular collection and analyzing of feedback from customers about their experiences, across every channel.
Most importantly, it takes commitment. The commitment from leaders and stakeholders to become a true customer-centric organization. It’s not up to just a few or a department. Today delivering a great customer experience takes a village. And when done right, organizations that deliver great CX are rewarded with loyalty, a competitive edge and long-term success.
The New Customer-Centric Model
Just saying we want to deliver great customer service is not enough. Organizations need to change the mindset and to understand the differences between customer service and Customer Experience.
Has your organization evolved? Does the image above reflect what you are doing today, or a model that has been talked about but not acted on?
The time is now. Customers are one-click away to your competition. Making the wrong strategic investments without the voice-of-the-customer in the room could be disastrous to your business.
Take the step to learn how to do CX Right, or to ensure you’re on the right path. It will save time, money and resources and reward you with success.
Dave Lewan 