The argument for improving our customers’ experience is irrefutable, and the positive data on the ROI keeps pouring in. A recent study by CustomerThink, however, reveals that only 25% of companies are actually getting significant traction from their customer experience efforts. What’s going on?
I highlighted one of the big culprits for the lack of success in customer experience in an article I wrote for Entrepreneur magazine last month, but there is another, more common reason businesses are struggling to become truly customer-centric organizations.
It’s kind of like your car…
Perhaps the best way to illustrate the problem is with a brief analogy. Imagine the following scenario:
Your car starts feeling funny to drive and it seems to be using more gas than usual. Your mechanic recommends a tune-up. You get the tune-up, but after a couple of weeks you aren’t seeing any improvement in your fuel consumption. In fact, it appears to be getting worse.
You take the car back to your mechanic who tells you that it’s probably the tires, which are a year old and wearing unevenly. You replace the tires, but a month later the car is still feeling funny and is still eating more gas than it should. You go to another mechanic who suggests you that you get a front-end alignment, so you get an alignment.
On the next visit, you’re told that there’s a problem with your steering assembly. The next its your suspension. Six months, three mechanics and thousands of dollars later, someone looks down at your tires and says, “Hey, your tires are wearing unevenly…”
A car is a complex machine with hundreds of parts that are directly and indirectly connected. A single failing spring, for example, can impact the entire suspension system, which in turn impacts the steering system, then the wheel assembly, etc.
The same is true for customer experience.
Customer experience whack-a-mole
One flawed process or business practice can affect efficiency, which in turn negatively impacts the ability to meet customer expectations, which increases the number of negative emails and calls to the contact center, and so on.