“If you don’t know where you are going, you’ll end up someplace else.” – Yogi Berra
Yogi’s quote applies to much more than baseball – it gets to the heart of what limits so many customer experience (CX) programs. When I ask most CX leaders what they’re trying to accomplish, I get a general statement like, “We’re working cross-functionally to create a better customer experience, in order to create more loyal customers.”
That’s an awful statement because it doesn’t actually say anything. (more…)
