Your Customers are Not Happy: Moving from Denial to Action

According to a recent survey, over half of customers say they stopped using a product or buying a brand because of a bad experience. Only four in ten customers say that their brand loyalty has grown over the years. Yet nine in 10 executives think that customer loyalty has increased during that same time frame. The survey found that there's more than a 50-point gap between executive perceptions of customer loyalty and the reality of the customer experience. This podcast will exam some of the root causes for this disconnect, including the widely propagated myth that "Order to Cash" is a value stream. When collecting customer payment is perceived as a customer value, it corrupts everything from the culture of the organization to the software that implements this false and unrealistic premise. Customers are unhappy. It's time to face reality and invest in ways to shift towards a customer experience that prioritizes how to maximize customer value at every touchpoint.