Customer focus is key for certain jobs, but for others, we count 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 every single part of your organization become contribute to customer experience management?
Important Customer Data Streams
Learning The “Secrets” of Consultants
Stream relevant customer comments to every group on a periodic basis – at least yearly, but probably 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.
9 Lessons Learned: Companies
Big Picture Customer Connections
Follow your way back to customer touch-points to determine work groups that pitch in somehow to each touchpoint, and ask them what they do. In each group, create awareness of how they can strengthen or weaken the ripple effect on the touch-point, and promote creative thinking as a habit to design new processes and policies, as well as other parts of their work that help enhance 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 your customers major 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. Ask them with unpretentious interest and they will tell you.
> Engaging your team
Your staff understands your customers and how to deliver their want best. Make it a point to Include them in collecting customer information, positioning standards and designing methods.
> Defining expectations
Make your service standards know so your customers and team are on one page. 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-oriented
Put your customers’ needs ahead of yours. 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
Nobody can turns a dissatisfied customer into a devotee more than a team member who is inspired to instantaneously correct the situation.
> Appreciating performance
Create a program that nurtures and recognizes exceptional performance. But do encourage both your customers’ and team members’ participation. Continuing improvement needs reinforcement.