Customer Experience (CX) is more and more going to hurt
companies offering bad customer experience.
Forget offering WOW !! customer experience , even to
survive better and better CX is critical.
Those who think this is not applicable to their company soon
will find themselves in Oasis, deserted by customers, no customer around the
company. Company will be almost out of business.
During last few days I came to know about two incidences where
companies have left public sector banks with which they had long association.
In one case it was more than 30 years of association and they left the PSU bank
with whom they grew and become big.
Reason in both cases, long indecisiveness & longer
decision making process. Meeting the speed expectations and exceeding the
same is great customer experience. Its delightful , its wow !!.
Bad experience is bad even without cost like long
waiting at hospital and restaurants however it becomes worse when it
impacts customers' pocket. When indecisiveness costs , it not only painful
but it impacts bottom-line.
This is just about PSU banks but CX by private companies
across the sectors is hardly any better. Unless the customer journeys are mapped,
expectation gaps are mapped, silo-ed vision is converted into overall end to
end vision, someone is put in charge of CX , company cannot
comprehensively design customer experience which exceeds expectations
and delight customers.
Product & Services must have built in CX & service design elements in the first place to become viable business proposition. Products & Services without CX & service
design elements are obsolete & just surviving on
ventilator.
Are you in the business of selling obsolete products & services ?
