More executives seem to be getting on board with—or at least giving lip service to—the fact that customer-centricity is important to business success. While they may be bought into this general concept, customers feel and experience otherwise. There’s a gap between business perceptions and customer reality, and we need to close that gap and ensure that executives are not only on board but are actually doing something to transform the experience.
Execution is the problem. One can be committed to focusing on customers, but actions speak louder than words. Without a solid strategy that is grounded in customer understanding, executives fail and stumble when it comes to improving the experience.
Foundational elements of a CX strategy
How to gain customer understanding
How to go from understanding the action