Question

1. What are the three biggest challenges companies face when implementing a culture of creating customer experiences?

2. Should companies create the CXO position or not? CXO Means Chief experience officer

Answer 1

1.As we know customer is the most valuable gift for an organisation or we may say,a king of any enterprise.So,it is a need of the enterprise to keep their level of satisfaction at the maximum.

The three challenges often faced by companies while implementation of the culture of creating customer experiences are given below:

i)Difficulty in understanding the nature of customer:

Lets try to illustrate the above point through one example.A customer X belongs to a particular zone,say south.He has come to purchase some items in North zone.So at first the vendors need to identify the zone/area/place they belongs to.

ii)The quality of employees/personnel in the organization

This is a questionable fact that whether the personnel/employees are competent or are experienced enough to meet with the customers equilibrium level.Does any gap exists between customer expectation and experience.

iii)Difficulties to provide quick service to customers due to fault in technology upgradation and continuous development.

If the company is not following the principles of kaizen costing,six sigma approach,pareto principle,benchmarking strategy,then it becomes difficult to create customer satisfaction.

2.At first we need to understand the need of a CXO in an organisation.The responsibilities of a CXO are:

i)Managing the design and pattern of software and hardware

ii)Maintenance of business and technology at par.

iii)Identification of the bottleneck factors in the organisation

iv)concept development

Thus we can say a CXO is responsible for overall experience of an organisation's products and services.

So if the companies want a sustainable development with efficiency in process management and utmost satisfaction of customer,there should be a position needs to be withheld for CFO.