What to avoid while taking a new Customer Experience (CX) Initiative?

Happy Customers are the building blocks of an Organization Today!

When it comes to providing exceptional customer experience (CX), organizations rate themselves as the topmost contender. But the reality seems to differ a lot. Well, the most important question is – Do customers love to complain or is it a part of their hobby?

The journey to effective customer communications can be tough for organizations, especially for those who have not made CX their strategic priority. As CX is the basic epitome of any customer-centric initiative taken up by organizations, it becomes relevantly important to understand the potential benefits and threats surrounding it.

4 deadly sins that every customer-centric organization must avoid to remain ahead in the CX game:

  1. Disjointed Processes kill Customer Experience Management at the Genesis

Organizations have to serve customers via many different channels. To achieve this objective, they have over time created multiple applications which work in silos. These applications are mostly disjointed and not synchronized, leading to poor customer journeys.

What becomes more challenging is the lack of a centralized customer communications strategy that bogs down the capability of these organizations to deliver consistency across channels. Thus, before taking any new CX initiative, these organizations must ensure to get rid of the internal silos and disjointed processes.

Also read [blog]: Exclusive guide to managing Customer Experiences in the Post-COVID World in 2022

  • Myopic Goals may play against any Customer Friendly Intent

Organizations these days enter a transformation phase without having the real vision to improve customer experience. In such a scenario, leaders often prioritize the wrong set of goals that do not have any impact on customer journeys.

Some of the most important business objectives that leaders can put on their priority list are – customer retention, customer satisfaction, cross-sell and upsell opportunities. These objectives will allow businesses to evaluate the Effectiveness of CX Strategy to convert into favorable business outcomes which will be quantifiable and measurable.

  • Legacy Platforms vs. Customer Experience Acquisitions

The customer experience journey is unique but when it comes to creating an ideal one, organizations usually fail. This is majorly due to the traditional methodologies or legacy platforms that have held them back from innovating. Moreover, multiple data sources, disintegrated solution patches, and the inability of these platforms to integrate with other systems have made it difficult for organizations to timely fulfill the customer’s needs.

Thus, adopting an agile technology and respective Professional Services that integrate with existing legacy setup and complement it with advanced capabilities is the best possible solution that organizations can look for.

Download [E-Book]: How to empower customers with Effortless Banking Experiences?

  • Unidirectional Communications – A Customer Experience Nightmare!

Successful organizations are already aware of the fact that the key to great customer engagement is a two-way approach in business. To understand this well, leaders have implemented and understood the importance of proactive communications at different stages of the customer lifecycle. Having the customer’s data handy can help organizations cater to their needs and provide them with personalized experiences.

Customer Communications Management in 2022

These were the few customer experience sins that organizations need to avoid in 2022. For more insights regarding Customer Communications Management in 2022 especially in the post-pandemic world, get in touch with our CCM Experts.