Bad CX.
You don’t want to acknowledge you’ve got a problem, but it’s there.
You’ve got your Voice of Consumer platform and are tracking Net Promoter like it’s gospel. You have dashboards, transcripts, and LLM coming out of your nose.
But deep down, you know it’s not working. The consumers are frustrated, and you are too.
You know that if you don’t fix this, your ship is heading for the iceberg. And colleagues? Blissfully —or willfully—ignorant.
Where did it all go so wrong? (How long have you got?)
Surveys that are built to validate, not to listen. Think rigid, closed, leading questions. Tick-box feedback that proves the status quo ‘right’. All talk, no action.
The fake pledge, when you started that, “you’ve got a blank slate. Make CX world-class.” Did it survive first contact with a stakeholder’s pet theory or a CMO’s latest LinkedIn read?
And what about your organisation’s culture? Is it more Ted Lasso or Game of Thrones?
That’s before we talk about the imported, techno-babble of sprinting, SCRUMS, and all that BS.
Ever tried doing this in real life? It is EXHAUSTING. Sprint. Ship. Ship again. There’s no room to sit with a problem and understand it.
If it’s not done by Friday, it dies. Or you deliver products customers haven’t asked for, won’t pay for, all to satisfy someone’s latest obsession.
And customer care? Outsourced. Refunds made painful. Live chat scripted within an inch of its life.
Sludge on sludge on sludge.
Right now, ladder-climbing beats truth-telling. CX is seen as a threat, not an opportunity.
So instead of sharing raw, real consumer stories, we share dashboards that trumpet: “Everything’s fine.” (Where did I leave that dumpster fire meme?)
Say NO TO BAD CX.
You’re not crazy. You’re not the only one who sees it. It is time to earn delight.
