Whether we love them or cringe every time we hear them, they’re a fixture in the business world. Some say they undermine effective communication, while others say they’re a wink and a nod that prove your insider status.

But at their core, buzzwords do have some value, even if people overuse them to the point of making them clichés. For example, people now throw around the phrase “improving the customer experience” with reckless abandon.

But there’s a reason we hear about it all the time. Because the customer experience is everything. You can have the greatest product or service in the world, but if your customers don’t enjoy their business relationship with you, it’s all for naught.

It’s not a game

Exceptional experiences begin with the processes your customers will never see. And the best way to optimize those processes is to give your employees easy access to the information they need to make the best-informed decisions they can, no matter where they are.

Obviously, technology plays a huge role in this effort. But without a clear strategy, you might end up doing barrel rolls.

“What we hear from customers again and again is: We need a plan. We need to be able to do an analysis of our current state, and we need a map to get us where we’re going,” said Ed McQuiston, executive vice president and chief commercial officer of global sales and marketing at Hyland.

Do you need help with your strategy?

Since 1991, we’ve helped tens of thousands of organizations around the world discover and prioritize their business challenges, and then develop strategies that evolve with them. Just like these organizations, you need a long-term plan that easily adapts to constantly changing business environments.

Otherwise, you just might end up spinning in circles. And that’s not buzzworthy.

Scoop Skupien

Scoop Skupien

Scoop Skupien is a former radio station mascot. A rabbit, if you really want to know. These days, he’s a content marketing manager at Hyland, as well as the editor... read more about: Scoop Skupien

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.