Why customer experience fails

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Why customer experience fails
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There is lack of vision

• Often, brands make the mistake of thinking that
  all there is to customer service and customer
  experience is a set of guidelines and tools to
  quickly solve customer issues and answer their
  queries. They couldnt be further from the truth.
  The most iconic brands, like Amazon and Apple,
  have made customer centricity as a key tenet for
  its employees to live by. For brands that excel
  at customer service, the business function is
  much more than a cost centre. It is the guiding
  principle for all that they do.

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There is no ownership in the C-suite

• Customer service and customer experience needs
  entire organizations to come together. From front
  line employees to those in marketing and product,
  everyone has a role to play. However, for that to
  happen, the C-suite must comes together and make
  service standards measurable and their teams,
  accountable. Only when this happens will middle
  management across business functions realize the
  accountability to collaborate in order to deliver
  delightful customer experience.

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Training and measurement are not consistent

• Often, customer service and customer experience
  revamp in organizations work like a flash in the
  pan. There is a round of deep measurement,
  sessions of trainings, and then it is business as
  usual. Top-notch customer service and customer
  experience require constant focus and consistent
  investment in training.

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