95% of Businesses Fail at This One Thing

In my experience, less than 5% of executive teams exhibit the behaviors that I highlight in this article I authored for Entrepreneur. Yet, most companies big and small think they have this nailed.

Unfortunately, I see way too many misguided, outdated, and old-fashioned ideas regularly celebrated as “successful customer experience”. People love to share them as “time-tested”. Guess what? They are just old and stale. Your customers agree with me.

I get asked all the time about our point of view on what makes great CX, and this article shares a few of our philosophies as well as the principles and behaviors that just aren’t cutting it as an experience. Where do many go wrong? They get service, hospitality, and customer experience confused. These are all very different things!

Don’t let outdated ideas cost you customers.

https://www.entrepreneur.com/growing-a-business/95-of-businesses-fail-at-this-one-thing-fix-it-before/489241