60 Second CX Secrets - 0009
If your company is not willing to invest in customer experience - your company does not want to deliver good customer experiences. It's as simple as that.
So, as a customer experience professional, if you continue to work for a company that you KNOW doesn’t want to deliver good customer experiences, and then feel depressed that you’re not making progress...that’s on you. That’s no one else fault but your own.
If this is you. You've got 2 choices:
- Spend the majority of your working time convincing the people with the power that that bad customer experience is the biggest killer of businesses in the 21st century and if you want to win, you need to go all-in on customer experience
- or find a new company.
EXCELLING IN THE TOOLS, RESPECTING THE JOURNEY: Lean | Six Sigma | Operational Excellence | Continuous Improvement | Facilitation | Training & Coaching | Process & Data Analysis |
5 年Didja see the article about NPS at the USA big 4 airlines? Self declared "pundits" jumping through their own butts trying to make sense of the nonsense. Delta Airlines has an "internal" and an "external" NPS, whatever that could possibly mean.
Relaxing at Retired
5 年Spot on James!
Chief Experience Officer at The Service Desk Institute (SDI)
5 年So looking forward to welcoming James to perform at #SDI20!
Author | Speaker | Trainer | Podcast Host | LinkedIn Creator | ?My content makes your Customers go WOW— with the right team, they’ll be eager to deliver it.?
5 年Es correcto ????