Are you focused on experiencing customer experience (CX), or just chasing the latest set of CX metrics you collected?
Recent research by Maritz posted some “interesting” results about the CX exercises which so many companies are engaged in (obsessed with?).
The drive for getting a score at all costs is no more prevalent than among companies that have C-suite variable compensation tied to scores. Among CX professionals at companies where C-suite managers are compensated on scores, 53% say the organization is more interested in a score than in improving CX. This level is even higher than the average for all companies with variable compensation incentives tied to scores 46%, and more than twice as high as the level seen among companies with no variable compensation tied to scores 25% [Maritz]
What if you aren’t compensated for CX scores? After all, the folks to whom you entrust the care and feeding of customers – everyone not involved in the initial sale – are not necessarily compensated for those CX scores. You can learn a lot from them, and what motivates them to take very, very good care of your customers.
Focus on experiencing customer experience. Have the types of customer conversations your customers did not know they wanted to have until they spoke with you.
Be remarkable instead of plain vanilla. When combined with quantitative data, you begin “feeling” and experiencing customer experience – from the customer’s side of the business table.
Throughout the month of August, I created these posts for you. Kick start current as well as future customer acquisition and customer retention activities. I hope you enjoy reading these posts as much as I enjoy writing them each month on your behalf!
Feel free to retweet and share with your customers. It is all part of creating and experiencing customer experience, even if you are not actively selling to these companies or individuals.
Above all: Communicate!
All the best!
- Realistically delivering Credible #CustomerExperience
- Why Your Indiscriminate #RFQ Mill is not a #Sales Model
- Are Sticky #CustomerLifecycles Really Dead in the #IIoT?
- A #CX Tech #Workforce Catalyzes #CustomerSuccess
- Remarkable #Teams, #Mentoring and Paying It Forward
- Customers Expect Better and Better #CustomerExperience
- Post Sale Customer Abandonment impacts #CustomerRetention
- Remarkable #Teams are made up of Remarkable People
- Hi There, Internal #CustomerRetention Experts Here
- Creating an Always-On #CustomerExperience #Strategy
- Customer Fade-away & Lost #Sales Opportunities
- Hiring Holism engages a #Workforce of Collaborative Employees
- Why Tactical Business Firefighting Syndrome stifles Growth
Babette Ten Haken is a writes, speaks and coaches about customer success for customer retention. She traverses the interface between human capital strategy for hiring and developing collaborative technical and non-technical teams. She serves manufacturing, IT and engineering intensive companies. Babette’s playbook of technical / non-technical collaboration hacks, Do YOU Mean Business? is available on Amazon.
Image source: iStock
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