Easy For You But Not Easy For The CX

What if you called a company to disclose a complaint with a product or service and you found yourself in the following conversation:

“Sorry, you’ll have to talk to your customer success manager.”

“But this is the number the website instructed me to contact.”

“I’m sorry, but the person in charge of your account will have to contact you regarding your concern.”

“Well, could you transfer me over to them?”

“They’re on vacation but I can put you through to their voicemail.”

“Isn’t there anyone who can help me in the meantime?’

In this scenario, no one else in the company took ownership for the customer’s experience. Unfortunately, thousands of transactions like this occur every day. And not all of these conversations are like the one mentioned above.

Some of the poorest customer experiences are because companies, and many times individuals or teams within those companies, choose to make things easier for themselves rather than the customer.

Make the CX a great one by making the experience about the customer.

Here are a few examples of poor excuses that get in the way of great customer experience:

  • Your website is designed because it’s easier (and cheaper) for the IT department to maintain, rather than be simple for the customer to shop and navigate.
  • Your staff are trained to hold fast to a black-and-white policy because of the impact to financials rather than make decisions closest to the customer to resolve the situation.
  • An employee is allowed to continue with poor behavior to your customers because a manager doesn’t want to make waves and avoids the conflict of addressing the issue.
  • Business integrations are made for the ease of one company but neglect the reporting or end user needs of the other parties involved in the transaction cycle.
  • Customers are directed to buckets or silos (departments) when a complaint is brought up without giving them a chance to explain their concern to someone first because the main contact is not from the customer service or customer success team.
  • Safety concerns are ignored in product development because of the time and money it would take to halt production and correct the issue.
  • Companies choose chatbots, augmented reality and/or AI technology because it is easier and cheaper while customers continue to ask for more real-time, real-person and/or in-person experience to hear their concerns and help their experience.

It’s no wonder that the best and most recognized companies for their customer experience hold that as the chief core value above all else they strive for.

It’s due to a strong culture of the customer experience that a company will apply every procedure, every hire, every policy and every touchpoint against the CX in order to ensure their customers are not neglected but in fact positively impacted in their interactions with the company.

The spread across any industry from lowest to highest NPS scores shows that there is a wide gap between those companies that make things easy for the customer and those that make things easier for themselves.

Making the CX easier always takes some extra time and money, but the net result from that investment should pay off each and every time if your company manages everything else correctly.

A strong culture of customer experience drives a company to apply every procedure, every hire, every policy and every touchpoint to always positively impacts their customers.

As customers tend to have more access to information on who and where to do business, and the trends shows that they are more willing to switch after a poor experience than ever before, it’s a good idea to audit your CX to ensure everything the customer touches benefits them.

Because if it doesn’t, they will most likely leave and your company won’t benefit either.

Make the CX a great one by making the experience about the customer.

(image: pixabay)

About Paul LaRue

My goal - To encourage you to lead & influence others with positive impact.

Posted on November.17.2019, in #CX, Leadership. Bookmark the permalink. Leave a comment.

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