We’ve been talking a lot about the growth of CX inside an organization. Such growth is often driven by changes in technology, but that’s not the only reason CX can evolve.
The American author Gail Sheehy wrote “If we don’t change, we don’t grow. If we don’t grow, we aren’t really living.” That sums up the business world as well: we can either change and move forward, or we can stay stationary and eventually get left behind.
As we’ll explore in an upcoming blog post, there are three reasons why businesses have to change: technology, customers, and the business’ own growth. But this raises another question:
How do we know when it’s time to change?
This month’s Bite-Size CX section discusses some indications that it’s time for your CX program to evolve to the next level.
Broadly speaking, all of our clients come to us with the same problem: something in their organization isn’t working. Maybe it was working, but then it trailed off. Or maybe there’s been a shift in their industry and their current processes can’t keep up. Or maybe there’s a new demand they need to accommodate. Whatever the exact cause, something, at some level, isn’t working right.
That means it’s time to change.
It’s often said that we change when it’s too painful, expensive, or inconvenient to keep doing things the same way. At CX by Design, we think it’s better to change before it hurts. Embrace the CX growth process – learning and growing are what keep us alive.
It is time for a CX change?
These four questions will help you decide if it’s time for your organization’s CX to move to the next level:
Are you mainly putting out fires? If your primary CX activity is finding short-term solutions, it’s a good indicator that you need to invest in building a more comprehensive and robust CX strategy.
Is your technology working for you, your employees, and your customers? Are there broken links on your website? Is all your customer-facing information up to date? Are processes slow and inefficient? This is where a partnership between IT and CX can make a real difference for your business. CX teams should be actively engaged in determining what customers expect and communicating this to the IT department.
Are you up-to-date with self-service? 75% of customers find self-service options convenient; 67% prefer it to speaking with a human CS rep. [Source: Zendesk] If you’re not offering self-service options where appropriate, what else might you be missing? It’s time to take an audit of what’s going on in your industry and how you can better match customer expectations. Empowering your customers to meet their own needs (i.e. by finding information online), is the best solution. It’s also a way to reduce your company’s resource overheads.
COMING FEB 13
How CX evolves over time
Next week, visit our blog to read about the three key drivers behind CX advancements: business growth, changing customer needs, and available technology. Our new article will also offer tips on promoting CX growth in your organization.
Thanks for being here – we really appreciate you!
Was this newsletter forwarded to you? You need your own!