A CX strategy can be amazing!
And…(GULP❗)…is often…as INEFFECTIVE as lipstick on a pig 🐷…
• It’s somewhat effective
• It makes things right for the moment
• It’s reactive and fixes what’s broken
• Is more transactional than transformational…
But it’s not a long-term strategy.
Why?
Because your CX strategy is retrofitted to your business.
It’s about…touchpoint mapping, VoC, and maybe some cross-functional workshops, which are all well and good, but it’s OPERATIONAL, it’s REACTIONARY…it does NOT…
• Address the root cause of your issues
• Change the decision-making process
• Impact the mindset of your employees
• Shift employees’ everyday behavior
So, wait…if CX strategy ISN’T the answer, what IS the answer?
𝗖𝗫 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 (𝗖𝗘𝗠)
• Creates a belief system, an organization-wide way of thinking and acting
• Requires an EXTERNAL and INTERNAL view of the customer experience
• Develops a customer-centric culture
• Leads to long-term performance improvement
𝗖𝗘𝗠 𝗶𝘀 𝗮 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗽𝗵𝗶𝗹𝗼𝘀𝗼𝗽𝗵𝘆, 𝗶𝘁’𝘀 𝗧𝗥𝗔𝗡𝗦𝗙𝗢𝗥𝗠𝗔𝗧𝗜𝗢𝗡𝗔𝗟‼️
• It provides PURPOSE behind all the concrete initiatives
• It influences How-To-Think
• It changes the HEART and SOUL of the organization
• It places customers’ needs into ALL your DECISION MAKING
𝗖𝗘𝗠 𝘁𝗿𝘂𝗹𝘆 𝗮𝗱𝗱𝗿𝗲𝘀𝘀𝗲𝘀 𝘁𝗵𝗲 𝗥𝗢𝗢𝗧 𝗖𝗔𝗨𝗦𝗘 𝘁𝗵𝗮𝘁 𝗶𝘀 𝗽𝗿𝗲𝘃𝗲𝗻𝘁𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗰𝗲𝗻𝘁𝗿𝗶𝗰𝗶𝘁𝘆
It’s the mindset and behaviors of all employees.
Both approaches have merit, but…
CX Strategy will only get you to customer experience parity with your competition.
CEM will differentiate you from your competition.
Which one are you doing and why?
Customer experience is a mindset that drives growth. If this resonates, let’s talk❗
