By now, most of us agree that CX, customer experience, is the differential for most businesses. If you sell a commodity product or service, it’s how you stand out, attract a tribe, etc.
We agree on paper, at least. Execution of CX is a whole other matter.
This article from BCG (Boston Consulting Group) is striking in its breadth: “CEOs Need a Customer Experience Revolution–Not an Evolution.” Using the MIDAS acronym to tackle five elements meant to be plugged and played as needed, the authors cover everything. Using human-centered design, aggregating all customer touchpoint data for predictive uses, ensuring cross-channel synchronization, etc.
No, you probably can’t implement all of this. But there are many good ideas here. The real question: How will you change your culture?
You’re used to me saying this, but classical education is a culture-building tool. If you want to explore, let’s talk.
(I’m part of Ford’s Consumer Experience Movement, where a colleague shared the BCG article with me. Thanks, Cathy!)
