The Customer Experience Game

Updated: November 27, 2010

Factors that need to be considered are sometimes invisible factors, such as politics within the organization, and the fact that the main focus for that particular organization was to get as much customers as possible, without affecting the profit that the organization seeks. In my opinion, these are the real challenges and risks that need to be considered.

While I was working with one of the organization I worked with, I experienced a lot of challenges to get the project initiation phase over with. Most of the challenges were political challenges. To summarize them, the challenges were mostly in getting the buy in of the management team in the concept of transforming the strategy, to be more focused on the customer, and to follow the customer experience initiative, and adapt it.

It took me time to achieve that, but after trying to convince the management, selling them the idea in every way possible, I managed to proceed with the plan. A lot of people don't think that by achieving positive customer experience, profit will increase as well. Maybe because the concept is still not that popular within the market in the Middle East. But with patience and good negotiation skills, and believe, I think it is easy to get people to understand the importance of Customer Experience, and actually adapt it.

Importance of study

It is important to study the market and the indutry, in order to understand the current trends, where are the areas that need development, what does the competitiors do. And also by doing surveys for the organization's customers, to understand their staisfaction levels, and to work on the areas where customers feel they are not that satisfied from.

Beside the above, you need to be aware of whats going on with the field of Customer Experience, by reading online articles, blogs, books, etc…

Featured Research
  • Don't Make These 10 CRM Mistakes

    Finding and buying a CRM is exciting. It is also quite daunting as you want to be as prepared as possible so as to avoid making a costly mistake. We have seen that many businesses fail when implementing a CRM, as they repeatedly make the same errors over and over again. more

  • The 2017 CRM Comparison Guide: Q2 Edition

    If you’re in the market for CRM software, we’ve got good news. We’ve updated our CRM comparison guide for Q2. more

  • Are You Using These 8 CRM Features?

    One of the biggest mistakes that businesses make when it comes to their CRM software is the features they don’t use. This happens because they invest in CRM with a handful of problems in mind, so they’re content as long as it solves them. But if you want to maximize your ROI, you should be utilizing every feature available to you. more

  • 2017 CRM Software Cost Guide

    Would you believe that 89% of businesses expect to compete primarily on customer service in the upcoming years? With that in mind, it’s no surprise that CRM software is becoming such an integral part of business operations. But not all solutions are created equally, especially when it comes to the value they deliver to your business. more

  • Top 10 Trends in CRM for 2017

    There’s some big things happening with CRM software that you should to be aware of. Technological advancements and changes to business processes have led to developments and new features that are making CRM more valuable than ever. Things like mobile capabilities and greater integration with other software are at the front of this progress. more