By Dale Wolf
I get asked all the time why I think delivering a perfect customer experience is so important. My knee-jerk response is "do you want to deliver an imperfect customer experience?" Many managers want to know if Cx is a fad or a legitimate business movement. I decided to collect evidence on the reality of Cx as a real, honest-to-goodness, unstoppable and forever-changing business movement is in a document I researched and have attached at the end of this posting.
Without much trouble, I might add, I found 25 senior managers at successful, well-known companies who confirm that at least they see this as a big deal ... one around which they are reorganizing, recrafting and reenergizing their companies. In addition to confirming the legitimacy of Cx, these business leaders are also sharing business-critical insights on how they are doing it, I urge you to read this document carefully and underline every comment that one of these leaders makes that you can put to work in your organization immediately to get Cx moving faster.
A few of the high-level take-aways from this document include:
- These leaders have done their best to get everyone in the organization focused on the customer's total experience
- These leaders have found ways around the internal and external barriers that stood in the path of moving from corporate-centric to customer-centric -- this has required setting up processes and supporting technology to enable the firms to get closer to their customers, to develop deep insights about customer needs and aspirations
- These leaders see Cx as a long term, continuous improvement, constantly changing process
- These leaders have wrapped compensation for achieving customer loyalty as a big stick to get alignment
- These leaders are not ducking from the fear and the complexity that breaking away from a product orientation causes ... and they are benefiting rapidly with faster, more profitable growth
These 25 business leaders are moving out ahead of their competitors. Are you?
Download business_leaders_on_cem.doc
If you have difficulty in downloading this document, just let me know by posting a comment and I will email it to you.
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