80% of customer experience programmes fail. Considering that the concept of ‘customer experience’ has been around for quite some time this might seem surprising but, when you consider what this actually means – rearchitecting your business around your customer – perhaps not. In our many years of experience – both within organisations and as consultants – we believe that if you can set the programme up in the right way in the first 90 days your chances of longer term success are significantly. Here are the five obstacles that we believe most commonly need to be overcome in that critical three month period and our thoughts on how to achieve this.
Peter Hocknell & Tim Sefton