Improving customer experiences in enterprises can encounter unique challenges.
- Companies with big budgets tend to pursue solutions that are more complex and expensive than necessary, and often less effective. Good customer experiences require doing many small things right.
- Incentives and bonus structures sometimes lead to decisions that are good for individuals but are not in the best interest of the enterprise.
- Some global companies operate like a group of small companies that share a brand, but operate independently in their regions. Lack of collaboration between these organizations makes global improvements to customer experiences difficult and much more expensive.
- In many corporate cultures, employees focus on their department and individual job more than on the enterprise. Nutshell helps internal stakeholders view experiences from the customer’s perspective while leveraging internal expertise.
- Employees in companies that struggle through years of mergers or layoffs tend to inherit roles for which they are not qualified. We try to look past titles and get to know stakeholders based on what business problems they care about most.
- Accounting policies can prevent solutions that could save the company a lot of money from being implemented if the funds to implement the solution are a restricted budget.
- Companies with authority-based decision making are challenging for great customer experiences. Nutshell can help ensure that initiatives are based on data as much as possible.