There is no single magic formula to building a customer experience that works for every business. But based upon the work that I have done, and measuring results, I’ve found three common steps will put you on the right path to building a solid customer experience solution:
Set your path
Ask the right questions: What do your customers want from you? How do they want to interact with you? What kind of relationship do they want? Look outside first.
Look deeper: What your customers say doesn’t tell the whole story. What are they not saying? What does the data tell you?
Align to your strategy: What’s your purpose? Your mission? In 15 words or less, what do you do?
Plan your work
Start at the top: If you don’t have a direct line to your CEO, find someone who does.
Sell it: Answer the “what’s in it for me” for every level at every stage.
Make it happen: Use the same language. Reward the right behaviors.
Stick to your purpose: Focus on what works for you. If it’s not right, don’t do it. If it doesn’t match your purpose, don’t do it.
Measure
Language comes first: You can’t do it if you can’t say it.
Ask the right questions: It should become natural as you change your speech.
Track the data: Customer experience, customer satisfaction, employee listening all play a role.
Learn and continue: Your world never stops changing. Neither can you.
Sound familiar? I’d love to hear what you’ve found that works for your customers.
Curious? Me, too. I’d love to connect and help build a plan for your organization.