Executive Leadership Teams must be the designated facilitators of the customer experience in their organizations. They must engage with the designers and the implementers of the customer experience for all categories of customers. The quality of their engagement is essential for the company’s success with customers.

It is OK to delegate the day to day responsibility for the operational dimensions of the customer experience. It is not OK to abdicate engaging with designing, assigning, and continually refining the customer experience.

Following is a link to a podcast in which the customer experience experts at Walker Information interview me. The CX Leader Podcast host is Steve Walker. Steve and his teams are long term experts and highly visible thought leaders and practitioners in the Customer Experience space. I hope you’ll enjoy the discussion in the Podcast found in the following link:
https://cxleaderpodcast.com/the-c-suite-elite/

All categories of customers must have their exclusive design, implementation, and operational processes. It must have all the steps required, including attracting, engaging, onboarding, and growing relationships with each customer.

How well executive leadership teams engage with the process of designing and participating with the ongoing refining of the full customer experience is the single most significant contribution they make to the success of an organization. All parts of the organization must have clarity about how they ‘fit’ and ‘contribute’ to the full customer experience.

Saying ‘we are customer-focused!’ must be more than a hollow message. There must be sum and substance with clarified, steps, processes, and measurements firmly in place. These steps, procedures, and measures must receive specific attention and assessment regularly to assure the outcomes and results are as needed.