‘It’s Time To Exercise Your Customer Experience Muscles’ – ‘The Forrester Blog’

The latest article on ‘The Forrester Blog’ is titled “It’s Time To Exercise Your Customer Experience Muscles”.

Megan Burns says, “I was talking to a client the other day who was very frustrated. She told me that her executives talk about customer experience all the time; they seem “bought in” to the idea that it matters. But when push comes to shove, none of them have done anything to drive real improvement.

She asked me . . . how can that be? If they get it, why don’t they do something?

I struggled with this question for a long time but finally came up with an analogy that made everything clear. It’s this: Customer experience is the “eat healthy and exercise” of the business world“.

It’s Time To Exercise Your Customer Experience Muscles

The Forrester Blog