Over the years I’ve had the opportunity to interview dozens of CX leaders, and still more as we wrote our book. Combining that knowledge with some of the industry research, such as CustomerThink’s report on winning CX programs, we’ve identified three traits that separate the best customer experience leaders from the rest.
For too many, CX has fallen into a rhythm:
- Conduct an NPS survey
- Analyze the results
- Share the results with anybody who will listen
- Implement some quick wins
- Repeat the NPS survey
- Wonder why things haven’t changed