Before we start, I’m sorry to disappoint you, but there is no silver bullet or magic CX pill which will transform a business overnight from having a poor customer experience to a great one. And if there was, it’s the customers who will be the judge of the shift rather than the company. And our memories last longer than a ‘customer transformation programme’ does.
I’ve witnessed, less informed, but more globally located management consultancies inform CEO’s they can go from bottom to top of their sectors CX charts in just 3 months (which was then extended to an equally unrealistic 2 years). Well those years passed and whilst the management consultancy earned a seven figure fee, the CEO lost his position and that business is still rooted at the foot of those same CX charts!
So the formula, whilst not magic, is one I pass on to all; CEO’s, CX Directors, PhD students through to owner friends of small businesses:
They are interdependent and continuous. Beyond this I would question the value of any investment.
Knowing what ‘matters’ and defining the ‘meaningful difference’ are the first steps. Once understood and valued, the scale of what can be done and the return it delivers can be assessed.
The outcome of which must be measured in business performance rather than inferred intentions such as NPS. Also the brand differentiating standards of delivery must be consistent across all areas of the business and effect behavioural change others can’t emulate. Customer experience has to work hard, and brand (often an ever hungry cash requestor built on a model of fear of not spending) can be wholly accountable.
Some pursue this path by building a differentiation using strengths to exploit a shortfall in the sector (take the fixers at Direct Line), For others it is about delivering experience when it matters most to customers in a very brand centric way (which others will struggle to emulate).
Either way, they are not tradable – deliver both AND if you want to have the CFO’s support, ensure all endeavours are measured against something meaningful than a customers inferred intention to tell someone else about your brand, make sure it’s pegged to behavioural change resulting in increased share of category spend (take a look at EXQ). One approach will keep the interest of your CFO, the former will highlight gaps and can be the start of the end of CX for some companies.
It’s a fascinating area of business, and one which Lexden are delighted to support clients effectively. To find out how to apply this approach to your business contact christopherbrooks@lexdengroup.com. Alternatively, take the formula and pursued effectively, you will succeed on your own.
Posted by Christopher Brooks, Lexden CEO
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