5 Pitfalls to Avoid When Determining Your CX Investment Priorities

1. How do you know you are getting the maximum return from your investments to improve the
customer experience? It's not uncommon for companies to improve things that may "make
sense", but deliver little or no impact. To help you consider why this is, we're sharing the "Top
5 Reasons Companies Improve Things Customers Don't Care About" 5 Pitfalls to Avoid When
Determining Your CX Investment Priorities. Request a copy of the whitepaper here:
http://serviceprofitchain.com/c
xworkout/why-companies-
improve-things-customers-
dont-care-about/

2. Pitfall
#5 - The Folly of the Obvious…
Our hospitality client was positive that improving a key touchpoint in
their customers’ arrival experience would pay off big time. So they
spent real money and cut the time required to check in by almost half.
The result? No change in spending, no change in satisfaction. They
hired us to find out why. Read more at:
http://serviceprofitchain.com/cxworko
ut/2016/02/22/why-companies-
improve-things-customers-dont-care-
about/

3. Pitfall #4 - The Researcher’s Unspoken
Compromise…
Customer Focus Groups are a great tool for gaining
insight on a few key issues from a small group of
customers, but if your CX Journey Map has 150
touchpoints, what do you do? To help you contemplate
what your customers may not be telling you, read “The
Researcher’s Unspoken Compromise” here:
http://serviceprofitchain.com/cxworkout/2016/03/01/r
esearchers-unspoken-compromise/

4. Pitfall #3 – The Trap of the Top Right
Quadrant…
If the purpose of mapping the customer journey
and defining touchpoints is to determine where
you are missing customer expectations, then
why do so many organizations only reach for the
low-hanging fruit? Learn more:
http://serviceprofitchain.com/cxworkout/2016/
03/08/trap-of-top-right-quadrant/

5. Pitfall #2 – The “Means” Becomes The “End”…
A journey map is the means to the end, not the
end itself. Discover why a growing number
of companies are using mobile technology to
identify, deliver on and measure moments in the
customers' experience. Read more:
http://serviceprofitchain.com/cxworkout/2016
/03/15/cx-pitfalls-the-means-become-the-end/

6. #1 – What Can Customers Really Teach Us?...
Certainly it’s our job to understand how our
technologies can engineer solutions that
customers could not describe, but isn’t it also
our job to shape those solutions through the
lens of how a customer sees it? Discover what
customers can teach us:
http://serviceprofitchain.com/cxworkout/2016/
03/22/what-can-customers-really-teach-us/

7. If you could enlist your customers to
create a journey map of their
experience with your company..
Imagine
..now stop imagining

8. Introducing CX Workout
The world’s first SaaS-
based software
platform combining:
• Customer Experience
Journey Mapping
• Mobile-enabled
Employee and
Customer Missions
• Online Customer
Community Tools
• Design Thinking –
Workout
Implementation

9. CX Workout
Answers Three Questions
Discover Deploy
What really matters to
customers and what is
our capability to
reliably exceed their
expectations to ensure
we earn their loyalty
and advocacy?
Design
What improvements
to the current
experience will have
the greatest impact
and how can we align
every part of the
organization to a
shared set of
priorities?
How do we achieve
measurable results
faster than
competitors and
continuously innovate
over time?

10. See It For Yourself
Schedule a demo to see
how CX Workout can
help your organization
achieve customer
driven innovation in
half the time.
Schedule a Demo:
http://serviceprofitchain.c
om/cxworkout/request-a-
demo/