How not to Fail with Customer Experience Programs | 10 Simple Tips

These are the main tips how to succeed with your Customer Experience Programs


1. BE READY

Look into the mirror to see whether the company is ready for CX.
It helps to save money prior to investing in CX programs.


2. CX OWNERSHIP

CX programs require strategy and leadership from the top.
Without a CCO or equivalent driver of CX programs, they can be unrealizable.


3. IT’S ABOUT CHANGES

Ask your CX program leader about the program's purpose.
If the answer is not about changes you have a serious issue.


4. ATTACK THE CAUSE

Don’t attack the symptom, attack the cause.
The symptom is a bad experience; the cause is the lack of the company’s Customer centricity.


5. START WITH JOURNEYS

Don’t start with channels, products, or processes.
Start with end-to-end journeys to understand all the Customer needs and goals.


6. BEFORE

Let your Customers find and reach you easily.
Begin your CX programs before the Customers enter your digital or physical fields.


7. AFTER

Don’t stop when Customers use your products, they are loyal and tell others about it.
CX is endless.


8. CAREFUL MEASUREMENTS

Be very careful with your measurements (NPS, CAC, CSC…)
E.g., a satisfied Customer is not always a profitable one.


9. BREAK DOWN SILOS

Don’t let your functional silos hinder the Customer journey.
To overcome silos isn’t just about multi-department collaboration, it's much wider.


10. TEAM SPORT

Providing a seamless Customer experience is like a team sport.
One team alone can’t provide a great end-to-end CX.



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