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The Intuitive Customer - Improve Your Customer Experience To Gain Growth

Jan 18, 2020

1 in 4 Will Lose Their Job in 2020

At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now.


There are many reasons why it has come to this point. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line.


Customer Experience requires an investment in time and resources. It should be no surprise that businesses expect to see a return on investment. When Customer Experience programs lack proper measurement of their results, how can senior management justify their expense?


Another reason Customer Experience as a concept is under fire is because many organizations do not understand what it requires to improve it. They underestimate the importance of tackling the more significant causes of dissatisfaction in favor of smaller (and easier) changes. However, these less significant areas will not produce the results needed to justify the programs moving forward.


I began working in Customer Experience nearly twenty years ago. I was into Customer Experience before it was a corporate term bandied about by consultants and marketing conferences. I have seen it rise into the spotlight and saw the bandwagons roll by, crowded with the latest organizations that decided they should embrace the idea of Customer Experience because “well, everyone else is.”


Unfortunately, many organizations don’t understand how to improve the Customer Experience. One thing I have learned over the years is that Customer Experience is, in many ways, a mindset. Once you have it, you realize how it works and how it is integral to everything that happens at an organization, not the least of which is customer-driven growth for your bottom line.


Many things come together to create success for the concept of customer-driven growth. It is essential to understand what drives value for your organizations and design ways for you to engage customers and promote that value to them. Perhaps most importantly, you need to measure your results, if for no other reason than to prove it works to people who do not share your mindset of putting the customer at the center of everything you do.


In this episode of The Intuitive Customer, we explore the ways that Customer Experience professionals can be a part of the 75 percent that keep their jobs and what they can do to facilitate an environment that nurtures customer-driven growth.



The Intuitive Customer podcasts help you take your Customer Experience to the next level by unlocking the “hidden” aspects of your experience and determining what really drives value for your customers.

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