Stop talking about customers
The fastest way to improve CX might be to stop talking about customers.
Sometimes the best CX initiative has nothing to do with customers.
Example:
A manufacturing company noticed response times to customer issues kept increasing.
They invested in…
- better CRM? - AI chatbot? - new customer scripts?
No.
They simply reduced the number of internal meetings engineers had to attend.
Result:
- engineers answered quality questions faster; - customer service got answers quicker; - customers received resolutions days earlier.
Customers never knew meetings had been reduced.
But they experienced the result.
When people have space to solve problems instead of navigating bureaucracy, customers feel the difference.
Sometimes EX improvements create bigger CX gains than CX projects themselves.
What’s the most unexpected internal change you’ve seen improve customer experience?
