495: Common CX Mistakes

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There’s no such thing as perfection in customer experience, but there is perfect execution. And to reach that, you need to eliminate mistakes, especially the more common ones. To help you with that, Jeannie and Adam have decided to dedicate an entire episode to addressing these and how to avoid them.

“You need to define what success looks like in order to deliver on it.”

Companies tend to make many strategic mistakes that hurt their customer experience. They also make numerous other mistakes, and Jeannie and Adam aim to talk about all the crucial ones. By the end of the episode, you’ll know exactly what you need to do in your company and how to treat your team and your customers.

“No matter what happens, any form of delay is, by its very nature, a worse experience.”

In this episode, you’ll learn:

The importance of finding and addressing common mistakes in customer experience
Jeannie’s most important strategic mistakes in CX and how to avoid them
Adam’s views on companies failing to train teams on soft skills and empower them
The mistake of treating CX as if it were magic, not management
Why are we not paying attention to the entire customer journey