Providing excellent customer service (CX) can be a challenge even when times are good. It is often difficult to interpret customer behavior, because their feedback can be inconsistent and undependable, and even manipulated at times. The COVID-19 pandemic, along with increasing economic uncertainties, has affected customer behavior even more. 

A study from November, 2021 found that 65% of consumers in the US and Canada say that customer service has gotten worse in the past few years – a huge increase from 35% who thought this in 2019. Furthermore, a study from January, 2022, found that only 11% of customers rate their CX as excellent.

And not only are customers more dissatisfied with CX, they are also more unwilling to give businesses another try after a bad experience. An April 2022 study found that 86% of customers thought about switching to another business after a bad experience, while almost as many (83%) would think about switching if they thought it would lead to a better experience.

 What's a CX leader to do?

Meeting and exceeding customer expectations leads to better financial results overall. Organizations will thrive when their CX leadership is given the infrastructure to meet the expectations of their customers.

Some characteristics of good CX leadership include:

• Producing results with agile programs by:
  • Creating new experiences to meet evolving customer needs
  • Being ready for rapid shifts in the customer environment
  • Looking for and identifying emerging customer segments
• Becoming attuned to the results of CX efforts and the value of those results
• Maintaining a constant drive for continuous improvement of programs
• Being confident in all aspects of their data, digitalization and tech
• The ability to take down silos
• Prioritizing the customer with a culture that values them