Most Think Your CX Ain’t so Grand… Want to Know Why?
You might claim you have “Superior Customer Experience” but do your clients think so?
REALITY CHECK…
Quoting from an article in Harvard Business Review:
“…Bain & Company’s recent survey of the customers of 362 companies. Only 8% of them described their experience as “superior,” yet 80% of the companies surveyed believe that the experience they have been providing is indeed superior.” (full article here)
So I asked the experts… “Why is that?”
Here’s what they have to say:

Annette FranzEmployee & Customer Experience Optimization | Journey Mapping | CXPA Board Member | Author | Speaker

Skep HykenCustomer Service and Experience Expert, Keynote Speaker and Bestselling Author

Errol AllenCustomer Service Focused Operations Expert, Consultant, Speaker & Author

John DiJuliusAn international consultant & best selling author of two books he works with companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A & many more.

Gerry Brown Saving the World from Bad Customer Service – Customer Experience Specialist, Speaker on Customer Inspired Thinking

Dr. Moshe DavidowService2Profit-Improving Your Business Performance | Customer Centricity, Service Quality+Internal, Complaint Handling Adjunct Lecturer at Technion – Israel Institute of Technology Editor at Journal of Creating Value Lecturer in Marketing and Services

Pat PorrasTrainer & Speaker: I train and educate participants thru engaging & highly interactive workshops – Specializing in Strategic Sales & Service.

Shaun BeldingCEO The Belding Group, Best-Selling Author, Customer service expert, Acclaimed customer service keynote speaker, LinkedIn group owner “Customer Service Champions” 100K+ Members, Co-Host of the CX Success Summit

Adam ToporekCustomer Service Expert, Keynote Speaker, and Master Trainer | Rock your socks off presentations that are engaging, dynamic, and immediately actionable!

Paolo Fabrizio ✔ Social Customer Service I Author I Trainer I Speaker [ITA ENG SPA]
To sum it up…
I think a common thread here is to do a reality check. Learn what it’s like from both sides of the front line. Become your own customer and sit in the seat of the front liners for a change. Most of all, listen and feel. Then you’ll see how it really is. ~ Abraham