We hear it all the time: "Let's identify the low-hanging fruit and pick that first."  In other words, let's figure out which customer experience problems are simple to solve, and deal with them first.  The problem?  Although a few customer experience problems are simple to solve, the vast majority aren't.  That's because most customer experience problems are the result of complex issues that affect the entire enterprise.  It's far more effective to develop comprehensive solutions to your customer experience problems, even if doing so takes more time.

- Roy Barnes and Bob Kelleher, Customer Experience for Dummies

It's absolutely not a surprise that people would want to seek out a quick fix.  And why not?  While the idea of a quick fix sometimes connotes laziness, it often is just the most expedient solution given the time and resources currently available.  And what's wrong with that?

The problem, as Barnes and Kelleher point out, is that in customer service, a "quick fix" generally fixes nothing at all.  In fact, it can often expose or exacerbate bigger problems that are happening within the infrastructure that creates the customer experience.  And at that point, the money has already been spent that could have been used to tackle these bigger problems.  As they state (and we at ProSolutions likewise believe), a more holistic approach that accesses and tackles all of the key areas of opportunities at once is the most effective idea.

Does this mean that solving customer experience issues will always mean big bucks?  No, it does not.  Comprehensive does not have to mean costly.  What it does mean is being very strategic with the resources available by uncovering and then targeting the real issues (causes of underperformance) that pervade the company culture, policies, and procedures.

Not sure where to start?  We can make this simple for you.  We offer a wide range of services, and can customize a suite of services, large or small, to access and target your areas of opportunity.