Is Customer Experience the ultimate reality check? QoE September
Our previous discussions on Collaboration, Cooperation or Coordination highlighted the need for companies to be working in the real world if they are to avoid the customer experience shock. But what do we mean by this?
Many companies have a sound reputations for products and services, but these reputations regularly come unstuck when confronted by customers’ real-world experiences. This situation often arises because the company’s assessment of the customer’s world is not consistent with the customer’s reality.
There is a lot behind this, and although large organisations can be very slow, deliberate, and risk averse, a bigger risk is that they become isolated from the real world. This is an interesting phenomenon, particularly as every single person working in the company is part of the real world.
Experiences are the ultimate reality check. Data gives us a view of our customers, but behaviours give us the outcome driven by the experience. It’s what people do - not what they say they will do - that counts. What’s more, your experience, and those of the people who work with you, is all part of the picture. So how can we bring this together with customer experience?
Key questions that we will explore during this topic include:
- How do we get closer to the real-world experiences of our customers and employees?
- How can customer experience help us develop more coordinated and cohesive companies?
- How can we bring these real-world experiences to life within our companies?
We look forward to hearing about your experiences, book your place at the table to benefit from these discussions.