Customer experience has become a hot topic. Industry and company experience ratings are published. Marketing and operations leaders are being asked by their CEOs and boards to report on their customer experience.
A vast array of outside resources are suddenly available to help organizations understand and improve their customer experience. We’ve seen similar trends when “quality” and “lean” initiatives were first adopted.
Customer experience efforts and sometimes functions have been launched in lots of organizations. Leaders I speak to often feel besieged with information and reports but are still wondering if their customer experience efforts are the right ones. If you find yourself in the same spot, you are not alone.