We have to get more scientific about the Customer Experience
Why do so many organizations struggle to become truly customer-centric?
I’m going to do a bit of “Q&A” today.
First question… QUESTION: Why do so many organizations struggle to become truly customer centric?
ANSWER: They are using an out of date mindset. The thinking is borrowed from the industrial age when optimising production and throughput was the thing. That way of thinking is about production management, efficiency, effectiveness and elimination of waste. Does that feel familiar? Next question…
QUESTION: What is (probably) the biggest hurdle to overcome on the way to becoming Outside-In?
ANSWER: It is getting passed this industrial age mindset and all the things that come with it… our reward structures… our approach to employee engagement… the processes and systems… Alright, one more…
QUESTION: If listening to the customer is so important what is ‘best practice’?
ANSWER: Often times many companies are trying to drive forward by only looking in the rear view mirror. That is listening to subjective perceptual feedback, rather than at every interaction 100% of the time.
The GOOD news is… In the ACX Masters program, we show you step-by-step how to handle these challenges so you don’t have to Fall into the Bear Pit. You can get the full scoop and preview here: https://bit.ly/GCCACXP
Cheers for now! Steve
PS. We have got to get more scientific about the customer experience! I have just done a 3-minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference
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