Author: Mark Squires
Mark Squires
Mark Squires is CEO of Watermelon, a CX consultancy and ‘Voice of the Customer” research firm based in Sydney, London and New York. Mark is passionate about enhancing the customer experience and helping organisations to understand their customers better. That’s why he founded Watermelon Research in 2012. Watermelon builds smart, simple and customised solutions to understand customer experience in the moment. A team of CX experts, Watermelon works with clients to measure what matters to customers and drive real business change.
Many business leaders look to use CX programmes to strategically improve operations – companies are investing more today than ever before on customer service and customer experience. But why are CX programmes failing, and what can business leaders like yourself do about it? Here are four common pitfalls to avoid as you develop and execute a CX programme: Lack of ownership A CX programme needs attention to keep things moving forward. They require strategy and leadership from the top. There must be a programme owner – whether that is a team or an individual who are ultimately responsible for the…