Obstacles To Customer Experience Success
September 14, 2010 5 Comments
In a previous post called Customer Experience Is Not Important Enough, we examined issues getting in the way of large companies. But how are large organizations different than smaller ones when it comes to customer experience?
To shed some light on that question, I compared survey data between organizations with 1,000 or more employees with those that have less than 1,000 employees. To provide some sense of the contrast, the larger group had an average of more than 13,000 employees while the the smaller group averaged a bit more than 200 employees.
Here’s what each group identified as being significant obstacles to their customer experience efforts.
Several things jump out from the data:
- Other competing priorities is the key problem across all sizes of organizations
- Lack of a clear customer experience strategy is also a universal problem
- Larger organizations report having more problems than smaller ones do
- Conflict across organizations is a much more significant problem with larger organizations
The bottom line: Make customer experience a”real” priority.