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