Today is my oldest child\u2019s 21st birthday. She has always been observant and obsessed with science. Like most people, however, in her younger years, her imagination tied in with storytelling could get the best of her. One of my favorite quotes by her: <\/span><\/p>\n\n\n\n I really thought quicksand would play a much bigger role in my life.<\/span><\/p>\n<\/blockquote>\n\n\n\n The reality of adulthood, those cartoons depicting someone being sucked into quicksand and disappearing in a flash – is actually just an urban legend. <\/span><\/p>\n\n\n\n In Customer Experience, there are some persistent legends that simply do not hold up, yet CX practitioners continually have to preach against them to our clients. <\/span><\/p>\n\n\n\n The following are the four myths that should already be gone, yet persist: <\/span><\/p>\n\n\n\n While customer service is certainly a big component of the <\/span>customer experience strategy<\/span><\/a>, it is still just a component. The service is just one communication element between the customer and the brand which usually occurs during delivery\/transaction. Customer service skills become vital, but the <\/span>Customer Experience<\/span><\/a> starts long before then, but more on that later. <\/span><\/p>\n\n\n\n I\u2019ve written many times about a practice that can sometimes run counter to creating a great customer experience – an incentive on \u2018the score\u2019. A few industries are known for the post-sale <\/span>plea<\/span> of \u201cIf you don\u2019t give me a 10, I\u2019ll be fired, lose my home, my wife will divorce me and I\u2019ll be living in a van down by the river.\u201d <\/span><\/p>\n\n\n\n\n
My 4 favorite (or least favorite?) CX myths<\/h2>\n\n\n\n
“Customer Experience equals Customer Service”<\/h3>\n\n\n\n
“Customer Experience needs to be maximized”<\/h3>\n\n\n\n