Shopper Experience: What if your customer experience is lousy because


You understand what it takes to provide a great customer experience. In fact, you are a great warrior on behalf of the customer. You can’t stand hearing about what customers complain about, simply because you think that hiccup should have never happened. That problem with marketing is because those people in marketing don’t get it like you do. Those complaints about distribution could be solved if the right people were there. Nobody seems to really get it in your organization, except you.

I hear this from people every time I speak. They come up in droves, but as individuals who think they really do understand more than others. They relate to my examples of bad moments in the customer journey by stating how “thank goodness” someone is talking about this! If only the boss got it. If only the leadership understood. If only, if only …


LEA TAMBIÉN: Shopper Experience: Mejora la experiencia del cliente a través de Big Data

If only humans were better at observing and correcting their own behaviors.

The same individuals who say the entire organization is failing all around them are the ones who also aren’t stepping up to their own role in creating and delivering an exceptional customer experience. They’ve given up, they’ve decided they can’t influence the machine of their organization. They can just keep putting on a brave face and do their best in their small role.

 I hate to break it to them, but real leaders are really brave. They aren’t just there for the title. They are leading in anyrole they have, and they are doing so by courageously standing up for what’s right.

Customer experience suffers at the hands of leaders who aren’t really leading anywhere. They are following the data, following the competition and following the vapid mission statement about “being the best.”

 Customers deserve more.

They deserve leaders who care about their experience enough to make it as better as they possibly can.

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