At our recent CEM Certification course (www.cemcertification.com) we met with executives from around the world who are all on the journey to create a customer experience strategy for their organization. One of the striking issues that arise from our work with them is the absence of change management in their plans. Many CEM executives take at face value the commitment they received at the initial meeting when they presented their ideas. They then face a decreasing to disappearing commitment when they come to ask for resources and investment. My rule is very simple: if the meeting when customer experience strategy was presented was not confrontational and full of good debate, you did not get approval, you got lip service. Your senior management did not fully understand what they are required to do.
We find the change management is the most pressing issue and that is why we incorporated as integrate to the CEM Certification program. Don’t underestimate the importance of change management. It is a change to deliver delightful, exceeding expectations experience.
What is your experience? What excuses do your executives provide for not supporting / investing properly in the customer experience strategy?
