Customer Experience For Dummies

Someone in your organization has to “own” the customer experience. Someone must have a vision of what the customer experience will be and the tools to execute that vision. That’s the only way to ensure that the experience will be consistently great

The bottom line? Someone in your organization has to “own” the customer experience. Someone must have a vision of what the customer experience will be and the tools to execute that vision. That’s the only way to ensure that the experience will be consistently great

If there’s no individual or team to formally steward the customer’s interest, then over time, customers — individually or collectively — will find themselves neglected or abused.

Customer experience is a holistic thing, created by many different individuals, processes, and departments, company-wide. Problems with cus

To help you keep track of your metrics and data, you’ll want to build a highly visible customer experience dashboard and to regularly monitor, review, and discuss each measure it contains

making your organization customer-centric is an uphill battle. It is winnable, but significant resources — both financial and philosophical — need to be brought to bear, including a robust internal communications effort

Your organization’s compensation system telegraphs to all employees what’s really important and what isn’t. If rewards (compensation and so forth) and recognition programs don’t reflect your focus on customer experience, then even your very best efforts to turn your company’s culture customer-centric will ultimately fail

Employees who regularly interact with customers need to understand not only what customer experience your organization intends to deliver (your intent statement), but also how to deliver that experience

The end game here is to be able to converse with your customers in near real-time and to respond to customer concerns, problems, and suggestions as they happen

You’ll likely need to redesign one, some, or even all of your customer touchpoints to improve the experience your customers are receiving