Dispelling CX Myths

Let’s dispel these
CX myths together.

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In the world of customer experience, there are often a lot of preconceived notions about what, when, and how things need to be done in order to achieve desired business outcomes. But how can you know for sure if the experience your brand is providing is living up to expectations? Are your key metrics the right ones? Are you really considering your consumers’ voice during planning?

ENGINE helps our clients avoid getting taken in by these CX myths. We work with your unique organization to create strong engaging experiences for your customers that are easy, convenient, and memorable.

 


Myth 1: Post-sale/service surveys are all that matter.

 

To fully appreciate and manage customer experience, feedback should be gathered from multiple sources (call center/customer service interaction, employees, social media, reviews, emails, etc.). To appreciate relationship strength, customer feedback should be gathered across various points throughout the customer lifecycle, not just after an interaction.

 

 


Myth 2: If you don’t interact with customers, you’re not part of the customer experience.

 

Regardless of whether their actions are seen or behind the scenes, every employee has the ability to impact a customer’s experience. Consider the warehouse staff responsible for retrieving, packaging, and shipping your item. If any of the many steps in the process are delayed, your customer may have a negative experience.

 

 


Myth 3: “If you build it, they will come”

 

Taking a customer centric approach to product design begins with designing a product that fulfills your customers’ needs. So instead of building what you think customers need/want, set your development efforts up for success by obtaining customer input at the early stage of design.

 

 


Myth 4: CX isn’t a factor in B2B relationships

 

Business to business relationships have historically focused on product performance. However, as markets become smaller and competitive organizations seek to disrupt, the focus is shifting. Successful B2B organizations recognize the importance of providing an easy, stress free experience for customers and are reimagining their interactions accordingly.