Earlier today we were skimming through our Twitter timeline and saw this exchange (see picture below) between a Tesla customer and Elon Musk. More than anything else, this Twitter exchange is a classic reminder that in today’s times when all of us are sweating it out to implement the best technology, it’s all going to be worthless unless we work at the culture.
At Greyhound we address over 15,000 enquiries (per year) from Decision Makers of global organisations and help them with their Customer Experience (CX) strategies. Not surprisingly, in 95% cases, delivering exceptional CX is the sole responsibility of the CMO and team and not something that CEOs and boards want to be interested in on an ongoing basis let alone lead it. We at Greyhound believe this mindset needs changing – and urgently. Elon Musk’s response to a customer is a wonderful example of how CEOs must own the CX agenda and lead by example.
In the end, no amount of Digital replaces human touch when delivering exceptional customer experiences. We at Greyhound are of the firm belief that in CX strategies, getting the technology right is the easy part, it’s the culture that makes the difference.
Love to hear what you folks think? Would you that culture is core delivering exceptional CX? Do drop a line and share your experiences.
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Sanchit Vir Gogia: Sanchit is the Chief Analyst, Founder & CEO of Greyhound Knowledge Group, a Global Strategy & Transformation Research, Advisory & Consulting Group. To read more about him, click here.
Anshoo Nandwaani: Anshoo is the Principal Analyst, Co-Founder & CHRO of Greyhound Knowledge Group, a Global Strategy & Transformation firm. To read more about her, click here.
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