Why customer experience fails

1. Why customer experience fails

2. There is lack of vision • Often, brands make the mistake of thinking that all there is to customer service and customer experience is a set of guidelines and tools to quickly solve customer issues and answer their queries. They couldn’t be further from the truth. The most iconic brands, like Amazon and Apple, have made customer centricity as a key tenet for its employees to live by. For brands that excel at customer service, the business function is much more than a cost centre. It is the guiding principle for all that they do.

3. There is no ownership in the C-suite • Customer service and customer experience needs entire organizations to come together. From front line employees to those in marketing and product, everyone has a role to play. However, for that to happen, the C-suite must comes together and make service standards measurable and their teams, accountable. Only when this happens will middle management across business functions realize the accountability to collaborate in order to deliver delightful customer experience.

4. Training and measurement are not consistent • Often, customer service and customer experience revamp in organizations work like a flash in the pan. There is a round of deep measurement, sessions of trainings, and then it is business as usual. Top-notch customer service and customer experience require constant focus and consistent investment in training.

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