After hearing the themes and issues facing our clients and in the market we established “5 Golden Rules of CX”. These tenets provide a simple, clear gut check.
It’s no surprise that customer experience will remain a top priority for executives as we move into 2017. Forrester research this year shows that 72% of businesses say improving their customer experience is their top priority. This is why we hear time and again that one of the strongest differentiators for organizations is the customer experience (CX) they are delivering. While customer experience has bubbled up to the top of many executives’ lists, only one in five companies is actually delivering good or great CX.
Having spent nearly 20 years consulting (and a lot of that in customer experience), I always listen to the music — hearing the themes and issues facing my clients and the market. This year’s music brought forth “5 Golden Rules of CX”. Tenets to provide a simple, clear gut check.
A gut check on: How well are we doing our work? How might we evolve quicker? How do we leave a legacy of change and impact?
These five golden rules will hopefully provide a starting point, some encouragement, and serve as friendly reminders as we all keep pushing the importance of customer experience in our organizations. What music will you hear in 2017? How will you respond?
I am even more accessible than the other modals.