Foolish CX – What are our top blunders?


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April Fools' Day will be here soon and I'm getting ready!

No, I'm not planning any practical jokes to spring on my colleagues. However, we decided that for one day out of the year we could take a look at the lighter side of customer experience. With that in mind we're hosting a webcast to consider the top mistakes we make as customer experience leaders and offer a few suggestions on how to avoid them. To prepare, I reached out to a dozen people that I respect as customer experience experts and asked what they see as the top mistakes of customer experience leaders. I quickly received over 50 comments! Here are some of the common themes so far:

  • Weak strategy - objectives are unclear and not aligned with the business
  • Lack of engagement - there is no buy-in, particularly with senior executives
  • Not enough resources - CX initiatives are considered to be only moderately important
  • Bad design - programs are focused more on a score than actual impact
  • Poor communication - awareness is low so nobody knows what to do
  • No action - lots of good customer insights that are not put to use
  • Little impact - no measurable return on investment

What's missing? Go on - admit you have made some mistakes and share them. Better yet, mention that you have seen others make mistakes! Help me get ready for April Fools Day.

Republished with author's permission from original post.

Patrick Gibbons
As senior vice president of marketing, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. In addition, he works with market leading organizations to develop communication initiatives that engage employees around customer-focused strategies.


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