Walker Information
Helping you put the customer at the heart of every decision.

Seven myths about driving results

One of the most challenging aspects of any customer program is taking action on results. Here are seven myths that can get businesses distracted from driving the most effective business results:

  1. It’s a fad.  Customer experience is increasingly becoming more and more a part of how companies do – or should do – business.
  2. You need a huge team to pull off a CX program.  CX teams come in all shapes and sizes, and sit within many parts of an organization. 
  3. A CX focus has to come from the top-down. Having a CEO and leadership team that drives CX is ideal, but isn’t always the case.  You may have to identify some quick wins, measure the business impact, and then prove to your leaders why CX matters. 
  4. Technology can do it all for you.  Technology is a great enabler of CX programs. Use technology to disseminate information, gather insights, consolidate feedback, and to understand what customer input means. 
  5. Proving business impact should be easy to do – the results will speak for themselves. Proving the business impact of CX and the ROI of customer-focused initiatives is hard work.  It takes a lot of iterations, understanding of metrics, and time to make the story come together.  
  6. Focusing on customer success minimizes the drive for operational excellence and product innovations.  Utilize customer input to help with setting operational goals, and focus on bringing customers in to help product development efforts. 
  7. CX has to involve a survey.  Surveys still have their place, but don’t be afraid to lean on other types of feedback mechanisms to help gather insights.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

Connect with Walker

Share your thoughts

Your email address will not be published. Required fields are marked *