The Magnetism of CX Disasters - CRMAdvocate: 6/20/2012

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My Take: The Magnetism of CX Disasters
Gary Lemke, Chief Customer Advocate (June 20, 2012)

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I received some interesting comments in response to the call to let's take a CX time out. Allow me to summarize the challenges facing a growing group of customer experience professionals.

CX professionals are a genuinely passionate group seeking to make a real difference. They feel for the customer. They want to make a real difference. They understand the perspective of the customer more than most.

That means they see what is going wrong more often than they see what is going right. Problems, failures, botched experiences, faulty products, and countless other scenarios land at the foot of the customer experience professional.

Danger! It is easy for the CX professional to get consumed. Attempting to address individual situations often means losing sight of the root causes. The magnetism of fixing the CX disaster of the moment for individual customers can perpetually delay meaningful change for all customers.

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

06.19.12 Let's Take a CX Timeout 06.18.12 Universal Question, Unique Answers 06.14.12 Customer Privacy R.I.P. 06.13.12 The Collision of Data and Trust 06.12.12 The Loyalty/Creep Line 06.11.12 Privacy? What Privacy? 06.08.12 Change Without Innovation 06.07.12 Innovative Soil more "takes"

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