The need to keep up the momentum of continuous improvement, and keep pace with the changing needs, wants and expectations of customers, never ends. The drive to improve what customers experience has been around for so long that by now, most organisations have "given-it-a-go" several times! Over the years, these projects and disciplines have been know by many names: "customer service", "customer satisfaction", "customer loyalty", "service quality", "customer first", "customer centricity", "first choice" and "CX" to name but a few! Each time a new customer experience initiative is launched, very often with another new name, there's typically a mix of: interest, suspicion, enthusiasm, mixed benefits, and eventual disappointment. The cycle seems to take between 18 and 36 months, to wax, and then wane.

• So what goes wrong?
• Why don't they last?

Why do they so often, need to be re-started over-and-over-again?

What you'll learn in this episode: In this episode, I want to look at why, once they do start, they often seem to fizzle out and come to a STOP. I'll be looking at number six, in our series of BIG "BOULDERS" that often block the path to sustainable customer excellence. It's the one I call the "Keeping Improvement Continuous Challenge". Practice guide We've prepared a CTMA Practice Guide "Exploring the Keeping Improvement Continuous challenge" that summarises the key points in this episode.

Request your copy here

Also mentioned in this episode

• Managing customer experience transformations with support from CTMA
• Leadership training, coaching programmes and events