There’s been some debate in the customer experience community about how to keep CX vibrant and as beneficial as possible. As part of that discussion, there was some disagreement around how to build momentum for a CX program. Should you try to tackle giant, very meaningful initiatives first to completely embed CX as an imperative for your business or should you start slowly, build momentum and grow your program steps at a time? After trying it both ways with multiple companies and with different teams, I’ve come to believe in the “crawl, walk, run” approach. Here’s why:
Attempting to tackle giant initiatives requires people, resources, money, time and most of all … patience. Some leaders can create a vision, dedicate resources to it and be comfortable waiting for successful outcomes.
http://customerthink.com/4-ways-to-build-customer-experience-momentum/
Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough?
Many CX industry experts suggest that businesses should focus on CX practices that help them create a strong emotional connection with customers.
https://customerthink.com/5-key-lessons-about-emotions-and-customer-experience/
