Here’s a question I recently asked Customer Service and CX leaders:
Can a customer receive a genuinely great experience if service delivery isn’t consistent across the team?
31% said yes.
69% said no.
But the comments were where the really interesting conversation started.
One point stood out to me:
Even a poor CX operation can sometimes deliver a great experience.
It could be luck.
It could be the individual handling the interaction.
It could even be that the customer simply had lower expectations.
And that got me thinking…
Is an occasional great experience really enough?
For me, the bigger challenge is making that great experience repeatable.
Because consistency doesn't mean every customer gets exactly the same response.
It means customers can expect the same level of:
Ownership. Communication. Follow-through.
Whoever picks up the conversation.
That’s the difference between having brilliant individuals and building a brilliant customer experience.
Anyone can have a great customer interaction.
The real challenge for Customer Service and CX leaders is creating the systems, behaviours and standards that make those interactions happen consistently.
Because customers shouldn't have to get lucky to receive great service.
They should be able to expect it.
So here's the question I’d like to leave you with:
What is the biggest barrier to creating consistent service across a team?
I’d love to hear what you’re seeing in your organisation.
Want to hear more?
👉 And if you’re a Head of Customer Service or Customer Experience and would like to join me on the Customer Service Gold Dust Podcast, you can register your interest here (opens in a new tab).
I’m always looking to showcase the people leading great work across our profession.
Gavin