TALKING is easy. STARTING is harder….. but SUSTAINING is the hardest Customer Experience challenge of all!


CX Challenge

Do you work for an organisation that aspires to ‘put the customer first’? Have you listened to senior leaders in your business talk about the importance of ‘being customer centric?’ Does your company have a ‘value’, or ‘vision’ or ‘mission’ that makes reference to ‘focusing on the customer’? How many of you work for companies that have actually STARTED to DO any of those things? How many of you work for businesses that have SUSTAINED those things over a long period of time? How many of you are confident that your organisation will be able to SUSTAIN the approach indefinitely in the future?

This may not sound like the most positive of starts to a blog post, yet the sentiment is likely to resonate with many. Over the last twenty years, I have worked in a variety of organisations across multiple industries who have all TALKED a very good game when it comes to being customer focused. If I had a Pound or Euro or Dollar for every senior leader who has uttered the words – ‘we want to put the customer at the heart of everything we do’ – I would have a nice little pile of cash! However, of all the businesses I have worked for, the overwhelming minority have been able to get to the ultimate state when it comes to actually being customer focused – the ultimate state that enables that organisation to SUSTAIN a continuous approach to actually being customer centric. Achieving a sustained approach to Customer Experience is without question (in my opinion), the greatest Customer Experience challenge of them all.

talk

Talking about Customer Experience is EASY. Literally anyone can do it. In a world where a significant number of working people still state that Customer Experience is a little ‘soft and fluffy’, those same people will still stand up and state how important it is for their business to put the customer at the centre of decision making. However, the startling reality is that there is still an overwhelming number of examples of organisations who are absolutely NOT putting the customer at the centre of everything they do – these tend to be businesses who are either very product centric, or shareholder centric or both.

I have worked with companies like this – I am sure you have (or do) too. It is so frustrating to walk into an overtly ‘non’ customer focused business who have banners or posters prominently TALKING about how  the customer is at the centre of their universe. TALKING about Customer Experience is EASY – but just TALKING about it means nothing if you do not actually do anything about it.

start cx

Many business who talk about Customer Experience have not even STARTED to do anything about it. If this sounds like a strange statement to make, you would not be wrong. Although ALL businesses are delivering customer experiences today (whether they are conscious of it or not), a huge number of them have very little idea of how capable they are of delivering an experience that meets and potentially exceeds the expectations of their customers. Some of these organisations do not even have clarity of understanding who their customers are in the first place. What makes this even more remarkable is that a large number of these companies are the ones who are TALKING about the importance of being customer focused!!

STARTING to introduce and embed a customer focused culture into a business, whatever size that business may be, is HARD. The reality is that to START actually being customer centric, an organisation must acknowledge that it may not actually be customer centric in the first place. That is why the transition from TALKING to STARTING is HARD. Acknowledging the need to be more customer centric is an incrediblly positive thing – it opens up a wealth of opportunity. However, acknowledging the need for improvement is sadly seen by many business leaders as an acknowledgement of failure – which may explain why these leaders may not think they have a problem in the first place.

Businesses that TALK about being customer focused but who do not know what their customers actually think of them must stop TALKING about it and START to understand how to actually do it – it is a big step, which is why STARTING is often a HARD thing to do.

sustain cx

Yet like most things in life, STARTING something is not nearly as HARD as finishing the thing you have started. In fact STARTING something that should in theory have no end to it is even HARDER. When it comes to Customer Experience, an organisation’s ability to SUSTAIN its approach to Customer Experience INDEFINITELY is without question the HARDEST challenge of them all.

I consider myself very fortunate to be working in a rapidly growing profession.  The fact that more and more businesses all over the world are not just TALKING about Customer Experience, but are now wanting to know how to START doing something about it is a hugely positive thing. However, the sad reality is that there are still painfully few examples of businesses who are seen as guiding lights – organisations who have so successfully embedded a customer centric culture that they have continuously SUSTAINED an approach to customer centricity over many years. That is why we often hear the same companies cited over and over again in benchmarking studies and Customer Experience Research as being true leaders in the field.

I recently published my own research into ‘what makes the worlds #1 CX brands‘ – brands such as Disney, John Lewis, Amazon, First Direct and Apple – were all in the top ten of companies considered as the #1 when it comes to delivering consistently good Customer Experiences. This was not a surprise to anyone – these companies are regularly named in similar studies. My research also highlighted WHY these companies are people’s #1:

  • Corporate attitude
  • They’re easy to do business with
  • They’re helpful when I have a problem
  • The attitude of their people
  • Personalisation
  • The product or service
  • They’re consistent
  • The way it makes me feel
  • The way they treat me
  • They’re reliable
  • They do what they promise
  • They’re quick
  • The technical knowledge of their people

The common characteristics of these organisations are characteristics required by companies who will have an ability to SUSTAIN a focus on the customer. Led by the attitude of the business, corporate culture is absolutely critical in SUSTAINING the TALK. Yet all of the characteristics highlighted in my research need to be SUSTAINED for a business to remain truly customer centric indefinitely.

SUSTAINING an approach to Customer Experience is without question the hardest challenge of them all. I am aware of a number of companies who STARTED to focus on it, but have since changed their focus. I have said many times in the past that Customer Experience is for life, not just for Christmas – our businesses exist to serve our customers – without them, we do not have a business. Whilst this is one of the most obvious statements of all time, why is it that too many businesses fail to recognise the significance of the statement?  The absolute key to SUSTAINABILITY is to embed Customer Experience so deeply in the culture of a company that it is not reliant on any one individual or group of people to SUSTAIN itself.

Customer Experience is the responsibility of everyone in an organisation. Everyone needs to TALK about it, START doing it and KEEP doing it to SUSTAIN it for evermore. Sounds so EASY – but in reality, it is so HARD to do!