Customer experience may be a top priority for companies worldwide, but despite the massive effort being put in, consumers remain critical. For example, when nearly 3000 people were asked about their biggest customer experience success or failure in the last decade, 76% recalled a failure. Only 55% of those surveyed could remember a success. And the failure bar is low; 25% of the “massive” failures cost the customer only $20 and less than an hour to fix.
Making your customer experience ‘failsafe’ starts with listening to the voice of the customer and charting a course to avoid CX failure and the inevitable fallout. This includes diagnosing the failure path, understanding how different regions and generations classify failure, getting serious about failure attribution, mapping behavioral responses by region and generation, and partnering with customers on problem resolution.