Why ownership is key to customer experience

I have had a very interesting start to the new year with great progress on a number of fronts mixed in with a reminder of why the work we do is so important…….

Last week my Sony Laptop crashed for the 2nd time within 3 months, as usual it could not be more poorly timed as we ramp up for the new year….

My customer experience has been nothing less than appalling, I have been trying for a week to get someone to take ownership of my problem. I have called 4 different numbers, used chat and tried to complete an online support form but have failed to get anyone to care enough to take ownership of my problem….. everyone keeps sending me somewhere else.

For companies to really prosper and grow they have to be market-driven and being market-driven from a personal point of view is taking ownership of issues that impact customer value and experience. It is so fundamental that any company that cannot meet this basic hurdle has a long way to go on their journey to being truly customer centric.

Have you seen Sony’s results lately? Unfortunately I am not surprised by the experience. See below their share price over the last 5 years, the chart below compares them with a truly market-drive company, Apple……

Sony Versus Apple

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