What if we started to think of problems as strategic opportunities? When reframed from “challenge to solve” into “chance to change,” problems create a valuable time to capture diverse data and put new processes or systems in place. The higher-level thinking makes the business better long-term—and contributes to its vision and goals for the future.
“Let’s do a survey!” For many companies, this statement marks the beginning of their customer experience (CX) program. However, thinking only about the survey and questions to ask has businesses jumping in at the end of the planning process.
Companies that lead in customer experience acknowledge the reality that to sustain high business performance over time, they must pay close attention to what’s happening externally and use that intelligence to drive a customer-focused strategy. If this sounds logical, you may be surprised to learn just how many companies spend most of their time looking inward, basing their business strategy on internal data and functions.