We want to change customer experience into a competitive advantage but we can't necessarily do this alone

Does this ring a bell

• I do not know about our customers’ experience
• We cannot see our business with our customers’ eyes
• We do not collect customer feedback
• We collect customer feedback but we do not make use of it
• We do not have a service identity; there are only separate guidelines
• Our people interpret good service in their own way
• People in our support functions do not perceive that their work affects the customer experience
• We have not defined the customers journey or what needs to happen during different points on the journey
• We do not know how to manage customer experience
• Customer experience is not on our executive team’s agenda
• No one feels responsible for the customer experience
• Our managers don’t give positive or corrective feedback to the customer service team

If so, here’s how we’ve helped our customers:

• The customer experience concept has no value unless it is realized and enhances the customer’s experience

• We help you look at your business through the customer’s eyes
• We create a common and understandable service identity
• We find the most critical points for the customer journey concerning the customer experience
• Our method is to involve your staff extensively across the customer journey
• We help people realize that the customer experience belongs to everyone regardless of the job
• We offer alternative and tested ways to deploy your customer experience concept