In our recent research, The Current State Of Customer Experience, we asked survey respondents to identify significant obstacles to their companies’ customer experience efforts. Here are the issues they selected:
My take: In an earlier post, I showed that most companies want to become customer experience leaders in their industry. Despite those ambitions, 71% of respondents say that “other competing priorities” is a significant obstacle to their customer experience efforts. After that, then next three obstacles on the list were picked by about half of the companies: lack of a clear customer experience strategy, conflict across internal organizations, and a lack of funding.
What are the chances of actually becoming a customer experience leader in the face of these issues? Slim.
If customer experience is really important to a company, then it needs to be dealt with like other important corporatewide efforts – and given the priority it needs. The changes necessary to be a customer experience leader are not superficial; companies need to develop four competencies:
- Purposeful Leadership
- Compelling Brand Values
- Employee Engagement
- Customer Connectedness
The bottom line: It’s time to really make customer experience a priority