60 Second CX Secrets - 0008

A company gets to choose how good it’s customer experience is.

The experience that we deliver to our customers is the result of the choices that we’ve made.

As a customer experience professional you get to choose how good your customer experience is - but when I say this I always get hit with the same excuses.

Yeh but - CX is underfunded, the money just isn’t there, the tech we need doesn’t exist, we don’t have the right people, we don’t have the right culture, CX doesn’t have the buy-in, I don’t have enough influence.

If it’s underfunded, invest

If the money doesn’t exist, borrow or bootstrap

If the tech doesn’t exist, create it

If you don’t have the right people, hire them

If you don’t have the right culture, change it

If you don’t have the buy-in, get it

If you don’t have the influence, build it

It might seem oversimplified but there is always a solution to what’s standing between your company and amazing customer experience. You just have to want it bad enough.

So remember, if a company delivers a bad customer experience it’s because they’ve chosen to.