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“Customer Experience is not just about

passion. It is about profitable results.”

~Lior Arussy

The Frustration of the Customer Experience Leader

Posted: Apr 29, 2010 by Lior Arussy

Throughout our work in designing and deploying customer experience strategies, we often come across a sad phenomenon. We receive calls from customer experience professionals who are seeking help. For many of them, this is a first time launching a customer experience and they have absolutely no experience in it. They are fishing for ideas and seeking frameworks and references to speak to and then comes the critical moment. This is the moment of truth when we discuss the kind of help they need. And you can hear them squirming and eventually saying “we don’t really have ANY budget.”

We always feel bad for them and provide whatever we can to help them out. The new book Customer Experience Strategy was written with these customer experience practitioners in mind. We wanted to provide them with clear and complete step by step blueprint for success. But there situation raises a much bigger question.
• If you were made responsible for customer experience and were given zero budget to work with, are you set up for success?
• Is there ANY major initiative in your company, when the CEO expect real results that is not funded?

Reading all the posts in CustomerThink and other sites, one would assume that Customer Experience and customer strategies are the most important next to the ending the war in Iraq and the new US healthcare reform. So why is it that we have so many customer experience practitioners left stranded with unfunded initiatives? How come all this energy is not translated to real, financially based commitments by companies? What are we missing? What are we not doing right? I am opening it to a conversation please post your experiences, opinions, and ideas.