“What level of customer experience do you believe your organization is performing at?” is a question I often ask when I first meet a client.
The answers are almost always a variant of:
1) We are great
2) We are awful
On rare occasions, they might even have some metrics to support their opinion. These clients are at least building toward a data-driven organization.
Unfortunately, the discussion has a hole you can drive a Mack Truck through. The discussion I desperately want clients to think about is “At what level of customer experience are you performing compared to your competition?”
We live in a world of competition where good is not enough – you need to be on the path of being the best in your industry.