3 Ways Companies Get Customer Experience Wrong
Here are common CX missteps I’m seeing — and strategies to address them before your competitors seize the opportunity.
Many companies' CX strategies have fallen out of sync with post-pandemic customer realities. Prioritizing cost management at the expense of strategic investment, relying on old segmentation strategies, and treating employee experience (EX) and customer experience (CX) as separate silos are three common CX missteps that can lead to customer defection and dissatisfaction.
To address these challenges, companies can consider crafting CFO discussions around value creation, integrating customer values research into traditional segmentation exercises, and aligning EX and CX goals and incentives.
By engaging cross-functional teams in CX discussions and understanding customer values, leaders can ensure that their brand remains relevant for years to come.