• 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: 𝐈𝐬 𝐈𝐭 𝐓𝐫𝐮𝐥𝐲 𝐚 𝐓𝐨𝐩-𝐃𝐨𝐰𝐧 𝐏𝐫𝐢𝐨𝐫𝐢𝐭𝐲 𝐢𝐧 𝐘𝐨𝐮𝐫 𝐎𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧?

      Customer experience is often hailed as a top-down approach. But what does that truly mean?

      A strong CX culture means every team member, from leadership to frontline, embraces a customer-centric mindset.

      It’s not just about setting rules and processes; it’s about aligning everyone with the genuine commitment to understand, listen, and act on customer feedback.

      And yet, I hear this refrain all too often:

      “The customer is always unsatisfied, no matter how hard we try.”
      “If I keep tweaking for customer feedback, I’ll miss my targets. I can’t go in 10 different directions.”

      Here’s the question: Are we actually listening, or are we just hearing?

      🔹 CX isn’t about splitting focus or setting aside goals; it’s about setting the right goals. It’s about achieving outcomes that don’t just boost numbers but build loyalty, trust, and long-term success.

      If leadership downplays feedback or treats it as a burden, how do we expect the rest of the organization to embrace a customer-centric culture?

      💬 Let’s get real: Are we, as leaders, truly creating a space where customer satisfaction is valued as much as KPIs?

      Are we fostering a culture where feedback leads to meaningful action?

      Roopesh S Naidu and Shrinidhi Rao
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