I’ve been getting a lot of questions recently about how
hard it is for customer experience professionals to get buy-in for
investment in customer experience improvement programmes.
This, at a time when business, public services and customers are
all experiencing so much change and so many challenges. It’s
almost as though the huge efforts and sacrifices that so many made
during the global health crisis, to keep responding to their
customers, has been forgotten.
During the global health crisis, customer service
functions needed to duck and weave to keep their organisations
afloat. In record time, they had to change their operating
procedures, adopt new practices and new technologies, and many
moving to remote working.
There wasn’t time to go through a lengthy business
justification and an ROI calculation. It was a case of
survival for those who could adapt the fastest and best to do
whatever was needed to serve their customers.
But now, as the world slowly returns to normal, many
organisations have moved on to what they see as a new crisis of
change. It’s one driven by a cascade of issues like increased
prices, limited finance and resources, and problems of shipping and
supply.
But there’s a risk, that the customer
is now being missed out of the equation and that organisations may
have forgotten that their success is, and always has been, driven
by their ability to satisfy the needs of their customers.
For customer experience professionals to succeed in the current
environment, they are having to rebuild the rigour of disciplines
and frameworks to describe and justify where customer experience
investment is needed to support this, and future crises of
change.
What you’ll learn in this episode:
So, I’d like to turn to one of the diagnostic frameworks we use
in our customer experience transformation programmes to help
demonstrate the role that positive customer experiences have on an
organisation’s success, and the cost of getting things wrong.
In this episode we look at the four alternate realities of the
corporate-customer universe.
By the end of this episode you should have a better insight into
the dynamics at play that undermine value, add unnecessary costs,
and the steps you need to take to get the information you need, to
make the best decisions, to set the right priorities, and take the
right actions, for your organisation to succeed in these
challenging times.
Practice guide
We’ve prepared a CTMA Practice Guide “The Four Alternate Realities of the Corporate-Customer
Universe” that summarises the key points in this
episode.
Request your copy
here
Also
mentioned in this episode
