Customer experience is more than a full-time job. It’s more than a project. It’s more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas quickly and with vigor.
As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way.
While others track analytics and send out surveys, this list is for anyone to who wants to make things happen quickly.
Ready? Let’s go!
1. Create or revise your customer experience mission statement.
2. Deputize someone in each department as the customer advocate. It’s their job to truly represent the customer in every meeting.
3. Include customer tasks in YOUR to-do list every day or week. Call the call center, try to order something online, or just talk to front-line staff.
4. Develop a way to for your C-level executives to hear the most telling examples of what experience is like for your customers. If the CEO hears about a problem, it’s more likely to get fixed!
5. Invite a customer into your board meetings. Ask them to share what their experience has been like.
7. Find some part of the journey to examine more closely each month. Create a task force each month to look into it.
8. Micromap a customer task and outcome. Do this each time you find something that’s not quite working for customers. Work to uncover all the “what if’s” that customers might face.
9. Find one verbatim answer from the latest surveys every day. Share the best with the employees who made it a great experience! Make a big deal out of great feedback!
10. Keep track of micromoments! Take note of those you see that are boring, tired or just unhelpful. Develop ways to create meaningful micromoments and change them to be inspiring, fun and memorable.
11. Review your invoices. Does the tone and messaging match your customer experience mission? Do they say thank you in more than a boilerplate way!? Make sure they do.
12. Re-write your company’s job postings. Do they to reflect a customer-centric culture? Consider your hiring methods and make sure they align with your customer experience mission.
13. Keep thank you cards at the ready. Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc. whenever they’d like!
14. Tackle those trickiest touchpoints in 2015. There are places in the customer journey you know aren’t working. Make 2015 the year to fix them.
15. Keep learning! Bookmark this blog and subscribe to the Crack The Customer Code podcast!
Customer experience is HUGE and can be overwhelming.
This year, make big changes by tackling many smaller things. It doesn’t matter how big your organization is or if it’s B2C, B2B or not-for-profit, your customers are counting on you.
Have fun and please let us know what changes you make in 2015!