Top 3 reasons customer experience programs fail – and how to avoid them


Target miss

Creating an experience that customers love is a worthy goal, but it can end up buried in metrics, data, and analysis. The following are the top three reasons customer experience programs fail, and how you can avoid them.

Most companies want their customers to have experiences that leave them highly satisfied and ready to buy again. So CX leaders come up with (or order) plans to dig deeper, analyze customers and processes, and make adjustments.

Then where does it go wrong?

“While it’s critical that CX programs be well-designed and methodically sound, sometimes wasteful activities are allowed to creep into the design process and bog down the program,” Ryan Smith, co-founder of Qualtrics, said in the Harvard Business Review. “Lack of momentum and sluggishness spell doom to a CX program and leadership must propel the program.”

This is what you want to avoid:

Mistake #1: Failure…

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