Starting a successful CX program is a lot like bringing home a new puppy.
At first, it’s all excitement. Everyone’s thrilled. It’s new, full of promise, and undeniably cute.
But then… reality kicks in.
• It needs structure and training
• There will be messes to clean up
• It 𝘩𝘶𝘳𝘵𝘴 sometimes (puppy teeth are sharp!)
• It demands time, consistency, and patience
• You’ll say “no” a 𝘮𝘪𝘭𝘭𝘪𝘰𝘯 times—because governance matters
• You need to reward progress and give lots of praise to build positive habits
• And yes, some days you’ll wonder if it’s worth it
Too many CX initiatives are abandoned before they ever get a chance to succeed—not because they were the wrong idea, but because there wasn’t a realistic plan for what it takes to raise one.
But if you stick with it—if you nurture it, invest in it, and stay committed—it pays off.
That puppy grows into a loyal companion.
Your CX program becomes a powerful engine of customer loyalty, retention, and long-term value.
The ROI isn’t always instant. But just like with a great dog, the real value comes from the relationship you build over time.
So, before you launch that shiny new CX initiative, ask yourself:
𝗔𝗿𝗲 𝘆𝗼𝘂 𝗿𝗲𝗮𝗱𝘆 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗽𝘂𝗽𝗽𝘆 𝗽𝗵𝗮𝘀𝗲?
Don’t just fall for the cute puppy phase. Plan for the long haul and deliver CX that actually sticks?
If you want structure, strategy, and staying power—let’s talk!
