Ian Golding touches on an all-too-familiar occurrence we all see in organisations we work in from time to time.

“Over the last twenty years, I have worked in a variety of organisations across multiple industries who have all TALKED a very good game when it comes to being customer focused. If I had a Pound or Euro or Dollar for every senior leader who has uttered the words – ‘we want to put the customer at the heart of everything we do’ – I would have a nice little pile of cash!”

As Ian explains “Talking about Customer Experience is EASY. Literally anyone can do it.” but…

“The reality is that to START actually being customer centric, an organisation must acknowledge that it may not actually be customer centric in the first place. That is why the transition from TALKING to STARTING is HARD.”

However, once an organisation has started…

“When it comes to Customer Experience, an organisation’s ability to SUSTAIN its approach to Customer Experience INDEFINITELY is without question the HARDEST challenge of them all.”

See Ian’s insightful thoughts in his full post here.