Epic Fail – forewarned is forearmed

13 Nov

12 CX traps for your company to side-step 

Who doesn’t like a good list? Here then are some personal reflections on stuff to avoid, as you embark on CX change.

  1. Lip service leaders who talk a good game
    • shallow support and commitment from fair-weather friends
  2. No navigational North Star
    • no compelling strategy and CX vision to identify the desired on-brand experience and guide design and behaviours
  3. No hard-wiring into the business rhythm
    • CX is an aspiration only without the right governance to drive business decisions
  4. Silo’d solutions for joined-up needs
    • functional and fragmented changes that miss the customer’s bigger picture
  5. Reducing customers to numbers
    • left-brain organisations struggle to recognise customers as people, not targets or statistics
  6. Making CX a project or an initiative
    • giving CX ‘flavour of the month’ status means it will never become ‘the way we do things around here’
  7. Measurement, the corporate comfort-zone
    • obsessing about metrics, reporting and methodology, as a substitute for acting on it
  8. Not winning the crowd
    • not sharing CX stories across the organisation, and joining the dots for everyone between strategy, activity and outcomes
  9. Wanting it all, now
    • unrealistic expectations and corporate impatience resulting in a potential credibility problem for CX activity
  10. Wrong metrics drive wrong behaviours
    • internal, or operationally focused reward metrics can drive unwanted behaviours that reinforce the silos and damage customer outcomes
  11. Fail to plan, plan to fail
    • being seduced by the tools and failing to look beyond the workshops and planning for the long road ahead
  12. Ignoring your own people
    • no mechanisms to harness the great insights and ideas from within, from exactly those people who have a huge interest in their company’s success

 

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