🚨If you work in CX please stop what you’re doing and read this - it could save your career.

I originally put this slide in the Leader’s Guide to CX presentation as a bit of light relief. Turns out it’s not that funny though because it’s pretty much the truth.

I’ve recently presented to CFO’s of some of America’s top companies in Boston, New York and California and when this slide appears many of them sit up, laugh awkwardly or look a bit nauseous, then say something like:

“We’re in year two.”

“We’re on our second exec.”

“I need to put you in touch with our CMO.”

The message from the top is clear: focus on execution from day one. Fix stuff that’s broken ASAP. Even if it’s something small. Find ten things that piss customers off and just get them fixed.

This will show customers you’re serious. When they notice, the business will start to pay attention and stay engaged. The flywheel will start to move.

Then, once you’ve built up some goodwill, ask for bigger budgets for more ambitious projects. Build your capabilities and processes over time as you need them.

As Mark Zuckerberg famously didn’t say: “Move fast and fix things.” Anything else will end in tears.

The Leader’s Guide to Customer Experience

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