Ep 090: Strategies to Reinvent the Customer Experience
This is my new 25-min conf presentation. CX/UX Strategies to Reinvent the Customer Experience In an era of faster, faster, faster, our workplaces are sacrificing product, service, and experience quality to “just ship it” or call it “done.” We fired the R&D department so we could follow models that guess, cut corners, and skimp on important tasks. We quote Steve Jobs and Walt Disney, but then emulate startups, who fail roughly 90% of the time. We know it’s time for a CX reinvention because it’s hard for us to think of a website, app, or system that really wows us; it solves our problems, it helps us accomplish tasks efficiently, and we didn’t need help learning or using it. Why are we getting it wrong more often than we get it right? Customers notice when we get it wrong. Our competitors, investors, shareholders, the press, bloggers, and social media also notice. Great customer experiences require a business transformation into an organization focused on the level of quality that understands, meets, and exceeds customers’ expectations, needs, and tasks. Learn the 5 key strategies we will need to shift (and how) to be more customer-centric and guarantee high quality products, services, and experiences. Marked explicit because a live question used the word s**t. Watch on YouTube: https://youtu.be/f7XLlGulStU