From the course: Creating a Positive Customer Experience
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Creating a customer experience success statement
From the course: Creating a Positive Customer Experience
Creating a customer experience success statement
- It's pretty obvious what the overall goals of a sales department are. Their job is to sell more, right? Even if there are specific short-term goals or monthly quotas, it's understood that a sales department is responsible for sales. And every so often, sales goals aren't met. Maybe it's a bad quarter or a bad year. Even when that happens, leaders don't announce that sales as a strategy just doesn't work. They don't say, "Well, we gave that whole sales thing a shot. "Not for us." Yet that happens when we talk about customer experience. Leaders try something tactical, like a survey or a customer loyalty program. And when it doesn't immediately pay off, they pull back on their investment in customer experience. Why is that? Well, a lot of leaders think CX costs it doesn't make. That's not true. But even so, we need to change their perception. And we can do it by thinking about how CX can support our organizational…
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