The 7 Deadly Sins of Customer Experience

Are you a sinner or a sinner. It's not a question, it's a statement. We all are or have been at a business level at some point in our lives. But don't worry if you feel identified with one, since for each and every one of them we have proposed a solution to prevent you from falling into temptation.

Below I break down the 7 Deadly Sins of Customer Experience:

1. Pride

No, you don't know everything about the customer. The arrogance in Customer Experience is manifested when a company feels superior to its customers and neglects their satisfaction. This can lead to a lack of empathy and understanding of customer needs and expectations.

To avoid this sin, you must adopt a humble attitude, actively listen to your customers through Customer Voice Programs and be willing to constantly improve your experience. There's no better solution than always putting the customer at the center of your strategy and obsessing about improving every day.

2. Greed

It appears when a company prioritizes its own economic interests over customer satisfaction and focuses on getting short-term sales instead of loyal long-term customers. This can manifest itself in practices such as unjustified price increases, reduced quality of products or services, or lack of investment in CX.

If you don't want to fall into this sin, your company must focus on providing real value and knowing how to properly balance your financial objectives with the needs of your customers. There is no more profitable investment than Build customer loyalty and get that your CLTV be as high as possible.

3. Laziness

Laziness comes when a company doesn't try hard enough to continuously improve the customer experience. This can lead to complacency and a lack of innovation in the way in which changing customer needs are met.

To avoid this sin, you must constantly be looking for ways to improve, gathering customer feedback, performing data analysis, and adopting new technologies and approaches to deliver an exceptional experience.

4. Envy

Envy appears when a company focuses more on copying its competitors instead of developing your own customer experience strategy. This can result in a lack of authenticity and differentiation, leading to an unsatisfactory customer experience.

To avoid this sin, you must first do an exercise in self-awareness of your strengths and weaknesses through a SWOT analysis, in order to find creative ways to provide a distinctive experience with your own unique identity.

5. Ira

Anger occurs when a company shows a lack of emotional control in their interactions with customers. This is often more common on social networks, where companies don't accept customer criticism, whether they're right or not. A firm may not agree with the opinions of others, but a single episode of anger in the digital world can damage its reputation for years.

To avoid this sin, you must train your employees in conflict management skills, Soft Skills and promote a culture of customer service based on understanding and patience.

6. Gula

Gluttony in CX refers to the exaggeration or excess in the promotion of products or services. This rush of promotions will make customers choke on your brand with this disproportionate bombardment in different media. This can lead to unrealistic customer expectations and a disappointing experience when those promises are not met.

To avoid this sin, your company must be as honest and transparent as possible in communicating with customers, avoiding exaggeration and focusing on offering what they can really deliver.

7. Lust

It appears as an excessive obsession with attracting and captivating new customers without adequately considering the quality of the experience offered. This can lead to a mentality of “getting customers at any price”, neglecting key indicators such as CSAT Or the NPS.

A company that falls into lust in the context of CX may be more focused on acquiring customers through flashy marketing strategies and exaggerated promotions, without paying enough attention to delivering an exceptional service or product.

To avoid falling into this sin in the CX, you must take an approach Customer Centric. Instead of seeking quick gratification through dazzling acquisition tactics, it's important to focus on building strong relationships with existing customers, delivering real value, and maintaining high quality standards. This involves fostering long-term loyalty and building a strong reputation based on customer satisfaction and the consistent delivery of excellence in all Touchpoints.

Conclusion

The 7 deadly sins of Customer Experience can lead to poor quality of service and loss of customer loyalty. Therefore, you should focus on offering an authentic, valuable and lasting customer experience to improve your reputation and relationship with customers.

Write to us through this form if you want us to help you get out of any of these 7 sins, and don't worry that there won't be any kind of penance for you 😉