“Capped by snow and shrouded in mist sits Mont Blanc, the highest point in the Alps. Its summit, forever white, towers 15,000+ feet above Europe’s sea level. Lord Byron called it “the monarch of mountains.” And for centuries, no human had ever reached its peak.
Until 1786. That year, armed only with alpenstocks and measuring equipment (the trek was for scientific purposes), Frenchmen Michel Gabriel Paccard and Jacques Balmat set foot at the top. Now, 229 years later, thousands of hopeful hikers annually descend upon the Alpine towns of Chamonix, Saint-Gervais, and Courmayeur to recreate this exceptional feat, and take in this incredible view.
Customer Experience is somewhat like that peak – elusive, daunting, difficult. And unless someone in the organisation is obsessive about making it work, sponsoring it and of course, rewarding it, it is likely to get lost in one of those experimentation bids that get lose steam in many an organisational tangle of red tape and ROI charts. But get a CXO-level sponsor who believes in the merit of investing not just time and money but also a high level of involvement and interest and it’s bound to succeed.
You need all that for your Customer Experience programme to succeed. Is your Customer Experience team ready to weather the storms of criticism and discontent that stems from not getting it right the first time? Are they willing to learn from their mistakes? Are they willing to team up with those who are not just like-minded but also bring their own set of capabilities to the table to make a success of it? If yes, the rewards that lie in wait are many and continue to delight every time. And if the rewards make a Ka-ching sound, don’t be surprised.
So where are you with your Mont Blanc? Have you found your Balmat yet?