Everyone is watching everyone else, from employers and employees to customers. We are all traceable and trackable. While technology has undoubtedly enhanced our lives, it has also intensified the scrutiny on CX. Every interaction, good or bad, can be instantly shared and amplified, putting immense pressure on businesses to deliver exceptional service at all times. Customer feedback is no longer confined to private channels; it's often broadcast publicly. Every customer journey is under the microscope, and brands are accountable to the court of public opinion. Delivering exceptional CX is no longer just a goal; it's a necessity for survival. #CX #EX #customerexperience #employeeexperience #customerfeedback
Can confirm # 1 and # 2.
The tech is there now to make this all real - but it also requires awareness, strategy and commitment from organizations to change their process and operationalize this stuff.
And delivering exceptional CX should be like doing the right thing when no one is watching! 😉
Customer Strategy & Innovation | CX | Digital | Design | Marketing
3moIt’s a great reminder Blake Morgan that every touchpoint matters. You’ve god to have a consistently good experience across every key touchpoint digital or physical to be competitive these days don’t you?