Many companies want to use customer experience, but are they really embracing its essence? Businesses often think it is about customers being happy in terms of ‘customer satisfaction.’ The point is really customer experience is about much more than satisfaction. To be a company that embraces customer experience is to embrace cultural change. We all know that change can be difficult, and it can be challenging to get people on board with it.
This is the theme of my discussion on the Experience By Design podcast.
In our conversation, we talk about the conception and birth of customer experience, its coming of age and the growing pains associated with early adolescents, how it is finding an identity in its adulthood, and where it may be going as it ages. We also the importance of diversity, equity, and inclusion in customer experience as a profession and practice. Finally, we talk about what we can learn from the pop band The Go-Gos about customer experience.