Customer experience (CX) has been a priority for many companies for years. However, even if leaders consider it strategically important, and choose to invest heavily in it, not every CX program is going to deliver positive results.
Even a seemingly tiny misstep can cause a CX program to ultimately fail. Considering how critical success is to long-term growth, ensuring your company is in the best shape possible is a must.
If your CX program isn’t delivering the results, here are some reasons why it may not be living up to your expectations.
Treating Your CX Program as a Non-Priority Priority
One of the biggest reasons any CX program fails is that company leaders believe that it should be a priority, but fail to treat it as such. If the leadership team doesn’t express their dedication to the customer experience, your workforce may not realize that it should be a point of focus. As a result, they direct their energy toward other areas, particularly those that leaders openly support.
Buy-in from company leaders isn’t enough. If you want your CX program to drive positive change, they need to be proponents of change. By acting as a vocal ally and extolling the virtues of the new strategy, employees will increasingly view the program as a priority, shifting their approaches and mindsets accordingly.
Creating a Reactive Instead of Proactive CX Program
A critical part of CX is ensuring that customers who are experiencing a challenge with your product or service get the care they need, delivered in a manner that leaves them with positive feelings. While procedures and strategies for dealing with these scenarios certainly need to be a part of your CX program, it shouldn’t be all of it.
Ideally, CX should begin before the customer ever reaches out. If you can find ways to relieve pain points and prevent problems from occurring, that improves the customer experience as well.
Great CX means finding opportunities to make reaching out unnecessary. In the technology world, this could include providing onboarding services, issuing software patches, and similar approaches. For products, this could involve sharing information through the right channels to showcase how an item operates, best practices for use, standard maintenance techniques, and more.
By providing customers with fixes and answers before they have to ask for them, you are reducing your contact volumes dramatically. This makes the overall experience better, as it lessens the number of people who ultimately have to request assistance.
Eliminating Silos That Harm Objectives
Silos in the workplace are always damaging. While it’s easy to believe that CX is only a concern of front-line employees – and potentially members of the leadership team – it should be a priority for your entire workforce.
Every department ultimately impacts the customer experience. For example, IT professionals who support your staff are critical for maintaining the systems agents use and resolving technical problems that impact a customer service rep’s ability to help callers. That means their work affects CX, albeit a bit indirectly.
By making the connection between every department and CX clear, you eliminate mindset silos. Your entire workforce can get on the same page, ensuring your CX program remains a priority across the board.
Ultimately, a CX program can drive positive results, but only if it is openly supported, widely embraced, and appropriately proactive. If you’re not seeing your company’s desired outcome, examine each of the areas above to see if a small change is all you need to achieve your goals.