Today, it is my pleasure to introduce a new a new series of articles to complement our Experience Economy series, what we are calling Becoming Customer Focused.
Whereas the Experience Economy articles detail Customer Experience Strategy from conception to implementation, Becoming Customer Focused will pay attention to how to actually commit change throughout an organization, detailing how to turn a typical inward-facing organization into one that is focused on the customer.
The reality is, many organizations clearly want to improve their Customer Experience, paying lip service to customer-centric strategies, initiatives, and KPIs. The intention is clearly there. Unfortunately, nearly all fail.
Ironically, over the past two years as the importance of Customer Experience (CX) has grown in importance, the quality of CX has actually worsened.
This is due in large part to an inability on the side of the organization to actually create change within the organization itself. And without the change component, new initiatives, no matter their intention, are doomed to failure.
To tackle this massive challenge head-on, we want to detail many of the strategies, tactics, and tricks we've learned over the years working with our clients as they move towards true customer-centricity.
Such change is no easy feat; if it were, more organizations would be far better than they are! \
However, the success of those who do move the needle internally is impossible to ignore, as Forrester noted back in August, 2017: "CX leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products."
Over the next year, we will be diving into change management, some of the foundational models contained therein, how CX strategy and tools can be used to drive change, and how to ensure that your organization can become customer focused, and stay customer focused.