Monday, July 13, 2015

There Are No Shortcuts in Managing Customer Experience Profitably

There Are No Shortcuts in Managing Customer Experience Profitably - Download and Read Our Free Article @

To embrace – originating from the 14th Century Old French embracier, defined in the dictionary as ‘to take or receive gladly or eagerly; accept willingly’.  

Regrettably, most of the companies 'embracing' customer experience (CX) as the new management paradigm do neither accept that CX requires more than creating a management position and/or department with a CX title, nor willingly embrace it as the way to do business in an environment in which the customer ‘calls the shots’. 

Paying lip service, however, will get you nowhere in terms of CX profitability. Call it 'window dressing', 're-branding', or, to use a phrase even President Obama is utilising, 8 out of 10 companies declaring that they are managing their customers’ experiences are 'putting lipstick on a pig'. 

My longitudinal, global study, surveying the practices of over 500 companies across a wide variety of sectors, locations, sizes, and offerings, reveals that this isn't enough. As a matter of fact, 9 out of 10 of CX programmes utilising this strategy (for the lack of a better word) aren't profitable. 

Download your free copy HERE

Or, read the original, courtesy of the good people @ the CX Network

No comments:

Post a Comment