Do you know the Peter Principle? It’s the idea that people rise up in organizations to the level of their incompetence. Well, here are three questions I have heard business leaders ask that largely confirm it. 

Q1: What is customer experience all about? 

A: It’s how customers feel about everything they see, hear, smell, taste, or touch that has any relationship to your business, organization, brand, or company. 

Q2: Why is it such a big deal? 

A: Well, when you’re a customer, do you like to do business with places that are difficult and treat you poorly? No? Well, your customers are no different. The experience they have influences whether they come back …and… what they tell others (potential customers) about you.

Q3: What’s the ROI on managing it? 

A: Er…when customers have a bad time, they leave. Losing customers means losing money. If you need data to prove that, you need another job.

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