Knowing you need to transform your Customer Experience and actually changing it are two entirely different things.
We get comfortable doing the same thing we’ve always done and we really don’t want to rock the boat, especially if our company is fairly successful already. So why would we become the disruptor? Because we know the big topics these days are about the companies that are disrupting the status quo of their industry.
Be that person in your company. Be that team. Challenge yourself. Challenge your company. They don’t write books about average companies or average things. It’s the notable things that make the difference. Lucky for you, once you wrap your head around CX as a company and get through the paradigm shifts necessary and unique to the way you’ve “always done things”, the new way of doing things starts to naturally unfold.
But the point is that you have to start. You just have to decide to do it. Ultimately, you need to decide as a business leader – Are you going to forever be happy with the status quo which will, eventually, turn into “old school” when the rest of your industry or peers are stepping up to drive change based on customer needs and desires?
In the news right now there are lots of stories of long-established large companies that have closed their doors, in bankruptcy negotiations, and in lots of trouble simply because they’ve not kept up with the changing environment.
CX is the fastest, easiest and least expensive way to stay ahead and be the “Go To” of your target customer demographic.
While I’m a huge fan of tackling the low hanging fruit to get the motivation and momentum going – what separates the big dogs from the little ones is – how willing are you to objectively look at and change the big impact points your customers experience?
Get comfortable being uncomfortable. Don’t stay where you are and do the same things you’ve always done. Ultimately, you’ll be left behind, be yesterday’s news, or worse yet, one of the names in the news as shutting your doors. Don’t play it safe and just tackle the small things.
There’s a saying: “Go Big or Go Home.” I’m sure you as a team can come up with things that you already know cause your customers headaches. What needs to be reworked to become a source of relief or mastery in the minds of your customers?
The natural inclination is to look at this question from an inside out approach, from the priories of your departments. While those changes might be entirely appropriate, wouldn’t it be nicer to change things you know are important to your customers? That’s where the magic happens. Look at your company from the shoes and perspective of your customers. What are the big things that need to be reworked to make a big difference and be notable?
Stay strong. It doesn’t happen overnight. But if you stick with your commitment, you will make CX changes that your customers – and your bottom line – appreciate.
About the Author
Kristina Evey is improving the way companies connect with their customers and increase their profits, she is an accomplished speaker and trainer on customer satisfaction and retention.