Some people argue that UX and CX are different. I don’t think so really. Whichever you call it, CX and UX may be the latest rage, but they are not new. It was called customer-centered business back in the 50s(!) as “invented” by Peter Drucker. They called it TQM (Total Quality Management) or Six Sigma from the 80s and 90s. Maybe you could call it Steve Jobs from the 00s.
If CX/UX has been in the business lore for over fifty years, why is it renamed, rehashed, recycled and revisited every decade or so? By renaming it does the business community hope it will stick this time? Hah. It’s not the concept that is broken. It is the execution of the theory that is difficult.
Here’s what we know from The Customer Experience Revolution by Jeofrey Bean. Every muscle, brain cell, organ, and liquid part of every person who works for a company must have the same vision and energy. That is: to maximize their customers’ experience with their product or service, yielding one totally delighted customer. Anything less undermines and weakens the role the company plays in the marketplace, leaving that company at the mercy of their competitors.
So while it sounds easy, the difficulty lies in the fact that everyone in the company from the CEO to the file clerk needs to be on board or CX will not work. In other words, everyone must drink the Kool-Aid.
It’s particularly hard because everyone doesn’t agree, and things change. But you must be strong. If there are people or departments that do not follow your lead, it’s like lowering the drawbridge over your castle’s moat, allowing easy entry to your company’s unprotected bastion.
As CEO (or small business owner), you may be standing alone along the parapet, with your brave knights falling down around your heels, arrows through their hearts, piercing the armor they put on after their shower earlier in the month. Their shields were not strong enough. They did not defend the brand, the vision, the culture, because they did not believe it would work. But you must be tough because if you let the bridge down, even a little, your competition will know it. They will charge in and all is lost. Don’t let the drawbridge down. Protect your brand with all your heart, and a re-commitment to CX.