The road to exceptional CX is paved with transparency. Many companies believe that by NOT addressing problems with their products or services, they’ll mostly avoid them. They fear that by saying the quiet part out loud or speaking frankly about difficulties or issues that may arise, they’ll create even more problems. These same organizations most likely do not have a mechanism by which constructive or even destructive criticism is collected and studied. John Goodman makes an excellent case for the opposite approach. Shine light on the obstacles a customer may face. Tackling issues head-on and speaking candidly about them will achieve more customer loyalty and a greater ROI than promotion alone. So many companies make it almost impossible to speak to a human. Instead of creating a barrier, companies would fare much better by addressing the issues and providing proper forums for the customers to provide feedback. Read the “3 simple messages” Goodman says will go a lot further in garnering customer loyalty. He argues against the conventional wisdom and explains how the opposite is the winning strategy: https://lnkd.in/ewqme8Ts #CustomerExperience #CX #Transparency
