This can be a big enough challenge for business - where there’s an intuitive link between satisfying customers and getting them to come back to buy more, but it can be an even greater challenge in the public sector where customers seldom have a choice of an alternative supplier.
Oct 27, 2021
Everyone agrees that it’s nice to give
customers a good experience, but there’s often a lack of clarity
quantifying WHY it’s important, and then justifying WHY it should
be improved.
In our launch episode, I left you with Practice Guide to use as a simple self-diagnostic tool to help you assess where your organisation’s customer experience improvement programme may be at-risk. It listed from our experience, “Six Key Reasons why Customer Experience Improvement Programmes Underperform, Get Stuck or Fail to Start”.
In this episode I want to focus on the first of those six big “boulders” that may be standing in the way of your success.
It’s the boulder I refer to as “The Reality-Clarity Challenge” or alternatively - “Why should we bother with customer experience?”
“The Reality-Clarity Challenge” is possibly one of the most common, least understood, most plagued-by-myths, and the most important challenge to get right.
If an organisation can’t clearly define a business justification for improving customer experiences, it’s programme is very likely to underperform, get stuck or fail to start!
This challenge may be standing in the way of your success, so let’s “dig out this boulder”, see what it’s all about, and devise a plan to master it.
By the end of this episode, you should be in a really strong position to:
- Define your organisation’s purpose in terms of the needs it solves for its customers.
- Define your desired customer outcome behaviours and the benefits they bring to your organisation, and
- Describe the business justification for providing your customers with a great experience
Join me in this episode where I’ll be using examples from the airline industry, food manufacturing and local government, to illustrate how this clarity can be achieved in business and the public sector, and I’ll be sharing three key steps to help you create some customer experience REALITY and CLARITY in your organisation.
We’ve prepared a Practice Guide called: “Exploring the Reality-Clarity Challenge”. It lists some of the typical symptoms an organisation may be experiencing, the risks it may suffer, and the three key steps I discuss in this episode to help you devise a plan to master it.