Wondering why many customer experience transformation efforts fail? There’s two angles on that. Not having the right team and not having buy-in across key functions are both deadly for customer centric programs.
Most notable is that Vail Resorts are simultaneously the most popular and most expensive in their industry. Very few companies can pull that off (people always talk about Apple) and they share some common traits.
When a sudden and disruptive shift comes along, the tendency is to look for the easiest way to overcome the challenge it creates. Taking shortcuts, like in many parts of life, can be especially dangerous for businesses that are chasing a more forward thinking competitor.
If there’s one thing I love doing, it’s a turnaround Especially of great things that have gone off track for specific but addressable reasons. I’ve done it with product lines, bankrupt companies and even a non profit association.
Customer centric organizations, which are (by definition) not anchored to internal rigid thinking, have the core process ‘flex’ to allow ideas to flow more freely and be inspired by external and internal sources.
They put blinders on horses so they stay focused and don’t get distracted by external things and other horses. But does the same thing work in business? You’d be amazed how many businesses operate like horses with blinders on. And those blinders are often their own CSat surveys.
Your business may be well placed and the tendency is to think everything is fine. But remember your competitors aren’t sitting still and if they’re forward thinking, they’ll be on top of the latest capabilities on offer from vendors.
Agility is not just about action but about getting results. Many businesses invest in 10 programs and only get 2 to succeed. They may pat themselves on the back for getting 10 off the ground but that success rate is bad both from an ROI perspective and a business performance perspective.
How did we get to the current customer centric business era that we are in right now? Was it through foresight and visionary business leaders showing us that way to maximum profits through customer centricity?