3 Phrases That Kill Customer Experience Mojo

by Jeannie Walters

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Most companies don’t have anyone truly leading the customer experience. Some have people who care, who see it as part of their jobs, and some (less than 40%) have someone who truly owns it.

So in a way, we all own it. We are all responsible for doing what we can to ensure our clients and customers experience the best from our organizations. So if you’re a customer experience ambassador, whether or not it’s in your title, here are 3 phrases to listen for in your internal meetings. Hear one of these and your customer experience is in jeopardy.

1. “I know it’s not great for the customers, but our systems only do x,y,z.”

Translation: It is too painful to change the billing system, the onboarding process, the horrendous renewal process…It’s too painful for the folks who work there, but, trust me, it’s more painful for the customers who are forced to live with the lack of attention to these systems.

2. “We know she’s a problem, but she’s the only one who is willing to put up with that position.”

Translation: She (or he) is a big problem. Whether it’s your receptionist or your VP, if she’s causing emotional distress for others in your company it’s getting to your customers. People with bad attitudes and annoying personalities are cancers to your business, no matter how much good work they deliver.

3. “It is what it is.”

Translation: Nobody around here cares enough about this issue to change it.

Don’t let your organization get away with being lazy about things that are tough to address. If nobody is looking out for your customers, you can bank on the fact that your competition will.

So let me have it. What are other phrases that make your skin crawl because they are dismissing the customer experience?

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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