Why is there a high failure rate of customer experience (CX) initiatives? Are they being hampered by a double standard related to brand promises?
As I’ve highlighted in my previous post, the issues surrounding customer experience, as a job function, is that CX professionals and companies are not practicing ‘Real CX’.
In my opinion, Real CX should possess the following five attributes:
It includes ‘product’ and ‘pricing’.
It objectively assesses customer experiences.
It renders non-biased solutions to CX problems.
It can generate quick wins.
Its role is strategic, not functional.
This article is about the second attribute.
— Leer en www.mycustomer.com/marketing/strategy/why-your-cx-may-be-suffering-from-double-standards