The seven deadly sins of the CX transformation journey

September 21, 2017 / 2 min read

Topics

Customer Experience

The seven deadly sins of the CX transformation journey

Myopia, imbalance, indifference… Here are the seven deadly sins related to establishing a customer experience culture within an organization.

The author presents the 7 things to avoid when establishing a customer experience culture within an organization.

  1. Myopia: A number of managers start the transformation process without having a realistic, clear vision of their organization’s future. They prefer to quickly target concrete actions, often in customer experience areas which are not top priorities.
  2. Indifference: Many organizations fail to establish this change because customer experience is not one of the management team’s 3 main priorities, leading to a general lack of support for the project.
  3. Worthlessness: Certain organizations launch these programs without being familiar with the benefits or financial value of the new customer experience, which generally leads to a lack of resources and investment related to the project.
  4. Heedlessness: Many customer experience transformations start by identifying the components that matter the most to the customer relying on the management teams’ perspective rather than the consumers’ (e.g.: satisfaction survey).
  5. Imbalance: Some transformations fail because the project loses momentum when few impacts are noticeable over the short term. It is therefore essential to have a balanced portfolio of initiatives (over the long and short terms), to demonstrate success from the start, maintain the rhythm and keep learning over time.
  6. Fractionalism: Some managers have too narrow a view of customer experience, and focus solely on certain aspects of it. Therefore, they end up underestimating the importance of changing in-house cultural even though it is necessary for making that kind of change.
  7. Orthodoxy: Some organizations do not consider the opportunities connected with designing this new customer experience, which, in turn, lessens any chance of alleviating the issues their customers experience.

Source: https://www.mycustomer.com/experience/engagement/the-seven-deadly-sins-of-the-cx-transformation-journey


Latest news

Why Review Sites Matter More Than Ever for Your Business
Why Review Sites Matter More Than Ever for Your Business
Today’s customers rarely walk into a store or book a service without checking a few review…
More
Boost Your Visibility: Local Citations, Search Local & Organic SEO
Boost Your Visibility: Local Citations, Search Local & Organic SEO
In the competitive landscape of local search, mastering local citations, local search optimization, and organic SEO…
More
How to Optimize Your Google My Business Profile
Create a Google Business Account and Optimize Your Profile
In a hyperlocal digital landscape, being visible at the exact moment a customer is searching for…
More
Who Is the Target Audience?
Who Is the Target Audience? Why This Question Is Key to Your Success
Understanding who is the target audience for your business isn’t just marketing jargon; it’s the fundamental…
More
Social Listening
Master Your Brand’s Narrative with our Social Listening Solutions
In today’s dynamic digital landscape, truly understanding your audience requires more than just a presence –…
More
CRM
Strengthen Customer Relationships with Lanla’s CRM-Inspired Solutions
Effective customer relationship management (CRM) goes beyond just managing contacts — it’s about truly understanding and…
More
Mystery Shpopping and Conformity
Mystery Shopping: The Key to Consistent Brand Experience
For restaurant chains, hotel groups, senior living networks, bus & taxi fleets, retail businesses, and more,…
More
What Is Omnichannel — And Why It Matters for Your Brand’s Reputation
What Is Omnichannel…
…And Why It Matters for Your Brand’s Reputation What is omnichannel? It’s a strategy that connects…
More
Social listening
Integrate Social Listening into Your Local Marketing Strategy
Online conversations shape the way customers perceive your brand. That’s why using powerful social listening software…
More
Tout savoir sur le NPS : l'Indicateur clé de la satisfaction!
All about NPS: The Key Indicator of Satisfaction!
Imagine your customers talking about your business to their friends and family. What are they saying?…
More
Le Carré de l'Expérience Client
The Customer Experience Square
A Simple Model, Complementary Methods! The Customer Experience Square is a way to explain all customer…
More
Utilite des metriques client
How Metrics Can Transform Your Business
Customer Experience (CX) is now a crucial pillar for the success of any business, and metrics…
More
Local Listings Management
Google Updates Logo Display Requirements
Businesses now need to ensure that their logo “looks as intended on a purely white background…
More
Diversifiez vos méthodes pour une expérience client optimale
Diversify Your Methods for Optimal Customer Experience
When evaluating your marketing strategies or operations, you might wonder if relying on a single method…
More
Valeur vs coût : 4 éléments influençant la perception des clients
Value vs Cost: 4 Elements Influencing Customer Perception
In today’s competitive marketplace, value is far more than a matter of price. The phrase “value…
More
Simplify every interaction with the Customer Effort Score
Simplify every interaction with the Customer Effort Score
Ever had an experience with a company that just felt like way too much work? Long…
More