What would be your advice to someone who arrives at a new company and finds that its customer experience problems are being very poorly handled?

John DiJuliusAn international consultant & best selling author of two books he works with companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A & many more.

Steven CarletonPresident, CustomerMatters | Former Head of Customer Experience @eBay | CustomerJourney Speaker | Passionate about CX

Chip BellSenior Partner at The Chip Bell Group | Author | Keynote Speaker | Innovative Service | Customer Loyalty

Errol AllenCustomer Service Focused Operations Expert, Consultant, Speaker & Author

Gerry Brown Saving the World from Bad Customer Service – Customer Experience Specialist, Speaker on Customer Inspired Thinking

Dr. Moshe DavidowService2Profit-Improving Your Business Performance | Customer Centricity, Service Quality+Internal, Complaint Handling Adjunct Lecturer at Technion – Israel Institute of Technology Editor at Journal of Creating Value Lecturer in Marketing and Services

Jeanne BlissCustomer Experience Pioneer. Chief Customer Officer. Keynote Speaker. Executive Advisor. Author. Co-founder CXPA.org

Shaun BeldingCEO The Belding Group, Best-Selling Author, Customer service expert, Acclaimed customer service keynote speaker, LinkedIn group owner “Customer Service Champions” 100K+ Members, Co-Host of the CX Success Summit

Adrian SwinscoeCustomer Engagement, Experience and Service Consultant/Coach | Speaker | Author | Blogger & Forbes contributor

Adam ToporekCustomer Service Expert, Keynote Speaker, and Master Trainer | Rock your socks off presentations that are engaging, dynamic, and immediately actionable!
To sum it up…
It depends on the position you are hired for, that would determine how you could approach it. Also to get a clear picture how CX is defined, who’s involved, what systems are in place or not, what’s working and what’s not. Do the employees relate to the customer, can they? ~ Abraham