Mar 31, 2022
The need to keep up the momentum of
continuous improvement, and keep pace with the changing needs,
wants and expectations of customers, never ends.
The drive to improve what customers experience has been around
for so long that by now, most organisations have “given-it-a-go” several times! Over the years, these
projects and disciplines have been know by many names: “customer
service”, “customer satisfaction”, “customer loyalty”, “service
quality”, “customer first”, “customer centricity”, “first choice”
and “CX” to name but a few!
Each time a new customer experience
initiative is launched, very often with another new name, there’s
typically a mix of: interest, suspicion, enthusiasm, mixed
benefits, and eventual disappointment. The cycle seems to take
between 18 and 36 months, to wax, and then wane.
- So what goes wrong?
- Why don’t they last?
Why do they so often, need to be re-started over-and-over-again?
What you’ll learn in this episode:
In this episode, I want to look
at why, once they do start, they often seem to fizzle
out and come to a
STOP. I’ll be looking at number six, in our
series of BIG “BOULDERS” that often block the path to sustainable
customer excellence. It’s the one I call the “Keeping Improvement
Continuous Challenge”.