{"id":893945,"date":"2018-03-27T10:57:21","date_gmt":"2018-03-27T17:57:21","guid":{"rendered":"http:\/\/customerthink.com\/?p=893945"},"modified":"2018-03-27T10:57:21","modified_gmt":"2018-03-27T17:57:21","slug":"stop-practicing-the-conventional-customer-experience-management-part-4","status":"publish","type":"post","link":"https:\/\/customerthink.com\/stop-practicing-the-conventional-customer-experience-management-part-4\/","title":{"rendered":"Stop Practicing the Conventional Customer Experience Management \u2013 Part 4"},"content":{"rendered":"
Why is there a high failure rate of customer experience (CX) initiatives<\/a>? And why do most CEOs not buy into CX<\/a>? Because CX professionals and companies are not<\/em> practicing a Real CX.<\/p>\n Many CX professionals currently assess customer experience through the lens of biased \u2018service\u2019, and are becoming \u201cA man with a hammer<\/a>\u201d: Always adopting the \u201cServe Customers Better\u201d approach to try to solve every CX problem their respective clients or companies face. The Conventional CX is just service-in-disguise. It\u2019s merely an expanded version of \u2018service\u2019 or customer interaction management (CIM). It is not a Real CX. <\/p>\n What is a Real CX, then? Well, in my opinion, a Real CX should possess the following five attributes:<\/p>\n This article is about the fourth<\/em> attribute.<\/p>\n Quick wins are important. They prove upfront the ROI and boost morale. Quick wins allow you to get the support to continue the CX journey, which is a decisive factor in influencing the successful rate of CX initiatives<\/a>. <\/p>\n Many companies complain that they can\u2019t obtain quick wins for their CX initiatives. This is mostly a problem created by the Conventional CX. A Real CX manifests that quick wins shouldn\u2019t be hard to achieve by performing the following tasks:<\/p>\n Many CX professionals are now building sophisticated and fancy models of customer journey map. However, sophisticated things are usually difficult to operationalize. To reverse any complication, we ought to simplify these models in order to put them into operations.<\/p>\nConventional and Real CX in a Nutshell<\/h2>\n
\n1.\tIt includes \u2018product\u2019 and \u2018pricing\u2019.
\n2.\tIt objectively assesses customer experiences.
\n3.\tIt renders non-biased solutions to CX problems.
\n4.\tIt can generate quick wins.<\/strong>
\n5.\tIts role is strategic, not functional.<\/ol>\nReal CX can Generate Quick Wins<\/h2>\n
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Simplify and Operationalize Customer Journey Map<\/h2>\n