Customer experience is not simple. It appears simple. And that's a trap.
#Customerexperience has often been described as simple.
?? #CX is the golden rule – do onto others as you would have them do onto you - brought to life.
?? Or CX means following the maxim that the customer is always right.
Sadly, neither of those are even decent starting points for creating great customer experiences.
?? The platinum rule - do onto others as they would have you do onto them - is far better for CX than the golden rule.
?? And customers are wrong all the time about what will make them happy.
?? Customer experience is not simple. It appears to be simple.
But it is not actually simple. There is a huge difference between the two.
Things that appear simple are fiendishly tricky.
They lure you into a false sense of confidence, that you know what you’re doing.
?? Customer experience, like other things that appear simple but are not, has hidden layers of complexity below the surface.
?? Hidden layers that, if you aren’t aware they exist, you don’t even think to look for.
And I see so many companies struggle, staying with a simple, surface-level understanding of something that is profoundly complicated, and something that is not trying to be easily understood.
??So remember, that even though you don’t immediately perceive the layers of difficulty required for creating great customer experiences. They exist.
Mastery of them determines whether you can, or cannot create great customer experiences.
And if someone tells you CX is simple, do not believe them.
If someone tells you they have a silver-bullet solution to your customer experience, do not believe them.
They are either lying, or they don’t know what they’re talking about.
And either way, they cannot help you improve your customer experience.
