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You cannot not communicate.

Erik Spiekermann

Is customer experience getting better or worse?

We can point to indicators like the Institute of Customer Service's UKCSI for evidence that, whether or not experiences are objectively worse, customers are less and less satisfied with most of the interactions they have with organisations. Given all the investment in CX, what's going wrong?

You could argue that it's about rising expectations, and perhaps that's part of it, but I don't think it can account for the rapid fall we've seen since in the last 2 years.

What has changed in that time, in my view, is how difficult it is to contact organisations. It's quite common to find organisations that literally don't offer a customer-facing email address or phone number of any kind. That sends a powerful message to customers.

I honestly think this is mad. If your customer wants to speak to you, surely CX 101 is to make it as easy as possible for them?

Thanks for reading,

Stephen

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