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Improving Your Customer Experience Program

Customer focus is essential for certain job roles, but for others, we bank on our own wisdom. This is lethal thinking for any kind of business. When any person in your company is separated from customers, their decision-making could in fact impede your customer centricity and capacity to get the most out of value.

How can all parts of your organization participate in customer experience management?

Applicable Customer Data Streams
What Do You Know About Businesses

Stream relevant customer comments to all groups on a constant basis – at least once a year, but possibly real-time. Based on this data stream, begin a company tradition of constructing group-specific CX improvement action procedures, and observing action plan development at least per quarter across the whole enterprise.
Where To Start with Services and More

Big Picture Customer Connections

Go back to customer touch-points to distinguish work groups that contribute in some way to each touch-point, and ask them what they do. Bring awareness to each group as to how they can affect the strengthening or weakening of the ripple effect on the touch-point, and encourage creative thinking as a practice to create new processes, policies and other parts of their work that help improve CX.

Also, there are general guidelines you want to follow to emphasize the positive effects of your CX campaign, such as:

> Being a model leader

Leaders define the direction and tone. Make customer service a main priority. Your own behaviours must be the ones you would like your team to display.

> Engaging your customers

Not a single person knows what your customers want better than your customers themselves. If you ask them with sincere interest, they will answer you.

> Engaging your team

Your staff knows your customers and how to best deliver what they want. Be sure to Include them in bring putting customer information together, establishing standards and designing procedures.

Defining expectations

Publish your standards of service so your team’s and customers’ expectations match. You can never surpass expectations unless you set them.

> Asking for feedback

Make it effortless for customers and your team to give continual feedback on how to enrich the service experience — both good as well as the bad.

> Being customer-centric

Your customers’ needs should come before your own. With each step of designing your processes and policies, your customer should be in mind.

> Supplying tools

Make tools and processes that assist your team in understanding your customer, and train them to deliver a high level of customer experience on a consistent basis.

> Inspiring your team

There is no one who can turn a disappointed customer into an enthusiast better than a staff member inspired to immediately resolve the situation.

> Appreciating performance

Institute a program that cares for and nurtures acknowledges superior performance. However, both customers and team members must be encouraged to participate. Ongoing improvement requires reinforcement.