Inspiring CX Transformation Leadership
When you become aware of the customer experience delivery gap, you would think inspiring customer experience transformation leadership would be a no-brainer, right?
Unfortunately, it is far too easy for leaders in many organizations to fall into the trap of “the way we have always done things here.”
Discipline of the CX Transformation Process
The key to success from the start is to approach your customer experience transformation with a disciplined approach.
The more disciplined you can be to follow these CX transformation steps from the start, the easier it will become to transform your customer experience.
Transform Your CX Outside-In & Inside-Out
We believe the work of customer experience transformation is concurrently outside-in and inside-out.
Let’s explore why that approach is vital to your successful customer experience transformation.
Closing Your CX Delivery Gap
We have previously discussed the Bain and Company study that revealed 80% of the firms believed they provided a “superior experience” to their customers. But only 8% of those customers said the companies were really delivering a great customer experience.
Let’s explore the possibilities by looking at 9 possible outcomes of closing your customer experience gap.
How Big is Your CX Delivery Gap?
A study by Bain and Company revealed the gap between what companies believe they deliver as a customer experience and what their customers actually perceive as their customer experience to be significant.
80% of the firms believed they provided a “superior experience” to their customers. But only 8% of those customers said the companies were really delivering a great customer experience.
What is Customer Experience?
Customer Experience (CX) is everything your prospects and customers experience with your business.
We refer to every customer touch point as a “moment of truth.” Why? Every single interaction you have with anyone is a moment of truth – because in that moment they will either move in the direction of your business or away from your business.