The use of wearables—miniature electronic devices that are worn on your person—has become increasingly popular, interweaving technology into everyday life like never before. One popular type of wearable is a bracelet used for monitoring fitness activities and overall health by tracking heart rate, blood pressure, sleep time, steps taken, etc. Reading about such a device struck a chord with me recently, not just as an interesting health and fitness tool, but because the monitoring and feedback provided to the individual from the wearable device is much like the all-important and comprehensive customer insights provided to an organization by its customer experience team.
Like the fitness wearables, the customer experience program gets the organization moving! Establishing a goal and reporting progress toward that goal helps the organization focus on customer centricity. For most organizations, this is a new and different way to do business. Being customer-centric means you make daily decisions that make it easier for customers to do business with you—not the other way around.