They have been saying it for quite a while now, and there are plenty of stats to support this. But have these statistics been right or wrong? They are all based on surveys, and we all know how many of us don’t give entirely truthful answers in studies, even though they are usually anonymous. So, even though CX has mattered for many years according to most experts, why doesn’t that seem to be the case in practice?
“For many years, we have seen study after study saying that CX will be a huge priority for organizations and leaders.”
Most leaders say their company is customer-centric, but their customers rarely feel the same way. If you ask those who are responsible for CX, they usually blame someone else, but the fact remains the same – customers are not as happy as they should be.
So, what does all of this information mean? What is the real state of CX today? Join us in this episode of Crack the Customer Code and find out!
If it’s lip service, then what is that doing for any of us? Why even talk about it?
In this episode, you’ll learn:
- What research says about the importance of customer experience
- How this importance plays out in practice in most organizations
- The North Highland survey and what it says about CX and EX
- The problem of all leaders and organizations saying CX matters yet doing little to improve it
Listen To This Episode
Want to learn customer experience from a certified pro? Then check out Jeannie’s LinkedIn Learning course!
- Experience Investigators® post, The Future of CX: Five Customer Experience Trends for 2020 and Beyond
- Customers That Stick® post, Prediction: The 3 Biggest Customer Experience Game Changers of the Next Decade
- Episode 329: Be a Customer Experience Change Agent
- Episode 282: Stephen Shapiro, Innovating Customer Experience
- We’re on C-Suite Radio! Check it out for more great podcasts!
Take care of yourself and take care of your customers.