We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn’t agree more. We believe that the best way to improve Customer Experiences is to do a lot of little things that add up to significant improvements. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.
One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn’t the typical result of making a small change. Perhaps why they are so engaging; because results like that are so hard to come by. Unfortunately, they often create unrealistic expectations. Upon encountering that mindset with my clients, I find myself quoting Prime Minister Winston Churchill, who, upon election, said to his cabinet, “I have nothing to offer but blood, toil, tears, and sweat.”
Part of the reason this situation is reality is that Behavioral Science is complicated. Many factors affect how it works and what it does to customer behavior. Moreover, outside factors change how the concepts work with decision-making, and these factors are often out of your control.
Key Ideas to Improve your Customer Experience
In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021.
Here are some highlights of the discussion:
- 03:12 Ryan shares how people’s misconceptions about what science is contribute to the problem.
- 07:35 Colin shares a story about another contributing factor to the mindset.
- 12:08 Ryan introduces the ideas about boundaries to science using Newtonian Gravity as an example.
- 17:31 Colin compares the idea of boundaries to how you segment customer groups.
- 23:06 Colin shares his recommended actions with two essential things to do in 2021.
- 24:44 Ryan explains the difficulty with avoiding CX Management theories and how you can manage it to a successful outcome.
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Customer Experience Information & Resources
LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ As a result, he has 289,000 followers of his work. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter.
Click here to learn more about Professor Ryan Hamilton of Emory University.
Why Customers Buy: As an official “Influencer” on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.
Experience Health Check: You already have an experience, even if you weren’t deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.
How can we help?
Click here to learn more about Beyond Philosophy’s Suite of Services.