Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016.
How can you create a better customer experience now to compete in this changing marketplace?
1. You need to understand the customer journey of today.
You can’t improve on a process you don’t really understand. If you assume your customers are happy, it’s time to consider what might be a hard reality. Get to know the journey they have today.
2. You need to understand what the future holds.
While we discuss mobile experience as the second coming, your customers are already considering new ways to shop. Do you know what the next ways will be for your organization?
3. You need to understand why it matters for your company.
If your brand promise is “to be the best” and your mission is “to deliver shareholder value,” your customers are left out. Understanding your customer experience mission translates into everything customers experience with your brand.
4. Leaders need to get ready to lead.
Customer experience is sometimes tricky terrain to traverse. Looking at the long-term results instead of short-term outcomes means bucking the trend of all data all the time.
5. But data is a big part of the equation.
Big data is big because it shows us how the small stuff matters. Do you understand where data intersects with your customer experience?
Feeling like you might need some guidance? Lucky you, we are offering our September webinar on just this subject!
On this webinar, I’ll cover:
- How to understand your customer journey, even if you don’t have the resources for a full customer journey mapping iniative
- What trends matter for B2C and B2B organizations
- How to write a killer customer experience mission, and how to use it to drive real results
- Why long-term results are worth waiting for in a short-term world
- How big data is an important factor, but not the only one
Join us and gear up for a fourth quarter that will help you stay ahead in 2016. It’s free and we even have a little fun, too.
See you on September 29th!
Image credit: dullhunk via Creative Commons license
