transformation

Introduction to a highly opinionated thought paper.

In this paper we show how the current dealership model is not viable, and introduce 10 new business models, as well as a number of quick fixes to increase profitability of the network. Please join our webinar here

I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.

Do you know all of the building blocks of a customer experience transformation strategy?

I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree.

The customer experience profession has a lot of buzzwords.

What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way?

Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation."

Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now?

You started years (not months - it's a journey - it takes time!) ago, but you don't think your organization has evolved.

What's the reason for that?

I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!) with little to no return.

How do you know if the work you're doing to transform your company's culture is effective and is making an impact?

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

You know that your customer experience initiatives will die in the planning stages if you don't have executive commitment, right?

I've written several times about the importance of having that executive buy-in and commitment for your customer experience transformation.

Help! My Execs Don't Get It!
Kicking the #CX Can Down the Road