Here are three common reasons why customer experience initiatives fail:
- Companies don’t start with the end in mind – Journey maps can be an effective planning tool. With a solid understanding of customer moments of truth and internal stakeholders engaged, customer experience professionals can create a plan that is focused on collecting the right information from the right customers.
- No action, no impact – Taking action implies change, which often encounters resistance. Be prepared for this resistance with executive support, a network of advocates, communication plans that reach a broad audience, and engagement workshops to ensure people understand their role.
- Documented success – Once action is underway it is easy to change priorities and move on to the next topic. In doing so, companies lose sight of the initiatives’ outcomes and don’t document success. Avoid this pitfall by creating regular status updates and a dashboard that will demonstrate the business outcomes that are being achieved.