CX Failures … and how to avoid them
How often have you heard about CX failures?
Do you hear about ambitious ‘Customer Centric’ initiatives that aimed to overhaul everything and put customers at the center of everything… but really achieved nothing?
Probably not.
Mainly because companies tend not to boast about them.
But they happen all the time.
Businesses decide to become ‘Customer-centric’ … they tear down their existing operational models … rush to choose the biggest CRM name in the market … spend hundreds of thousands of dollars implementing it … and then …
Nothing.
No benefits.
Neither the business nor their customers see any tangible improvements.
Such incidents are then quietly swept under the rug, and everyone goes back to business as usual.
But what is the reason behind these implementation failures?
Often it boils down to 3 main reasons:
- It costs too much
- It takes too long
- It disrupts Business as Usual
So, as 2023 approaches and organizations start planning for new ways to boost Customer Engagement, especially in the current market scenario, here are a few things to keep in mind:
- Opt for incremental improvement of business operations
- Choose technology that can be implemented quickly (lower cost)
- Focus on what is important to the customer and will deliver the most results
Adopting this practical, implementable, and cost-effective approach instead of over-complicated strategies will help you deliver value to your customers without failed promises and major disruptions.
And that is critical for these uncertain times.
If you would like to know more about how ConvergeHub can help you drive practical and cost-effective CX improvements by providing one platform that automates tasks and provides insights for marketing, sales and service departments, talk to us.
Or, if you would like to check it out yourself, go ahead and create a free ConvergeHub account here.