Customer Experience Principles that Count
Today’s customers are impatient, fickle and increasingly vocal about being forgotten in long phone queues, let down by poor web sites, and misunderstood by disinterested or powerless customer service agents. A survey by eConsultancy identified that customer experience strategy development is high on most business leader’s agendas. Despite this, many companies still struggle to inspire their people, transform their organization and become more customer centric.
The eConsultancy survey also stated that customer experience isn’t getting any easier with 40% of organizations citing “complexity” as the greatest barrier to improving multichannel customer experience. The survey also confirmed that only 26% of companies have a well-developed strategy in place for improving customer experience leaving many companies vulnerable to potential damage that may be terminal.
In case you don’t think you this could be happening to your business ask yourself a few questions:
- Do you really know what your customers expect and the experience they actually get, regardless of the channel?
- What are the danger signs that a customer is about to defect, and can you see them in time?
- CX Metrics are critical to understanding how your customer sees you. But how do you know if you’re measuring the “right” things and what are those metrics telling you?
- Should you always try to WOW and delight your customers or do they simply want an effortless experience? Are the two mutually exclusive?
Addressing these and other questions can help you develop a winning customer service attitude among colleagues and consistently deliver a great customer experience. While creating and deploying a successful customer experience strategy is not an easy, or a short term exercise, I also believe it is non-negotiable.
You need to know where to start by understanding how well your organization is aligned to the Four Principles of Customer Experience, the foundation for successful Customer Experience strategies. I can then help you by assessing where you have customers at risk, the issues causing that, and implementing tactical and strategic techniques that save them from churning
I help identify key elements within the three critical dimensions of people, process and technology, that are potentially creating waves for your customers and calm the waters to get things sailing smoothly again. Then design and implement short and long term strategies founded on the Four Principles of Customer Experience Culture, Commitment, Community and Communication that will keep you firmly on course and ensure that you can quickly monitor measure and react positively to, customer expectations and challenges.
There are many processes and technologies associated with the operational side of customer experience, but they are rarely the ideal starting point in developing an effective customer experience strategy. However, understanding and aligning the fundamental principles that govern human effectiveness and conscious thought, have long been vital elements in helping forward thinking companies build the key foundations for a successful and sustainable customer experience program.
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