Read on Twitter
1/ There's no such thing as a coincidence. Yesterday, someone complained to me about how confusing the mobile app and customer service of a company. I happened to have a chat with its CEO years ago, who was interested in portfolio & market expansion over customer experience.
2/ This morning I found a post on LinkedIn who expressed the same problem. This time it's from the eyes of a consultant, not a customer. The most recent comment (attached image) is exactly what the customer said yesterday.
https://www.linkedin.com/feed/update/activity:6729067731569676288
https://www.linkedin.com/feed/update/activity:6729067731569676288
3/ Interesting replies. Looks like many executives of digital products cannot make a connection between customer loyalty and customer experience. CX is heavily misunderstood as some costly meaningless endeavor instead of insightful customer-focused strategy.
4/ Then I found a conversation on Twitter about guitars where a 2018 article was shared about 2 companies: how Fender survived & why Gibson blamed the industry decline for its bankruptcy. A great read for product designers even if you're not a guitarist! https://medium.com/on-human-centric-systems/gibsons-bankruptcy-is-a-cautionary-tale-about-corporate-innovation-bba75442d167
5/(end) Note how innovation is not about lavish spending on new products to attract new customers. It's about listening to what supports are needed by new customers. It could also be as simple as innovating the way you serve customers. Costly, but it's investment worth made.
