Most businesses profess to having a “customer first” philosophy. And many have created their own customer experience (CX) function to fuel higher customer retention, brand reputation, and recurring revenues. But, many companies’ CX strategies have fallen out of sync with post-pandemic customer realities.
3 Ways Companies Get Customer Experience Wrong
And how to address them before your competitors seize the opportunity.
April 07, 2023
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Summary.
The pandemic changed the world and customer expectations, and the most successful companies recognize that their customer experience needs to change in turn. But many leaders are deploying the same digital customer experience (CX) strategies that they used in 2019, thereby risking customer defection and dissatisfaction at a time when they can least afford it. This article addresses three common CX missteps, and strategies to address them before your competitors seize the opportunity. By engaging cross-functional teams in CX discussions and understanding customer values, leaders can ensure that their brand remains relevant for years to come.
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Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.
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New!
HBR Learning
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.