Every time I hear someone say “you MUST do X” in customer experience, I see the same reactions from business leaders:
Nodding. Agreement. Implementation panic.
Common responses I hear:
- “That sounds great, but we have hundreds of thousands of customers!”
- “Our agents are already overwhelmed!”
- “We don’t have the budget for that!”
My response:
Stop looking for universal solutions. What works for a boutique service with 50 clients won’t work for a telco with millions.
Your customers aren’t the same as your competitor’s customers. A healthcare provider needs different CX strategies than an e-commerce brand.
The “best practices” pushing personalized handwritten notes or immediate callbacks? They’re often written by people who haven’t run a large-scale contact center in years.
I’m not saying there aren’t valuable CX principles. There absolutely are.
But after 20 years running Callzilla – The Quality-First Contact Center, I’ve learned success comes from building strategies around YOUR reality:
- Your specific customer base
- Your operational advantages and areas for improvement
- Your industry requirements
- Your cost structure
Don’t chase universal “musts.”
Chase what works for your unique situation.
Source: LinkedIn – Neal Topf
About the Author: Neal Topf
