How important is customer experience in your organization?
Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it.
You may be among those who don’t have the resources necessary to improve the big picture, but you still have the power to improve customer experience incrementally.
Here are 4 things you can do to improve key moments in the customer experience right now.
1. Be your own customer.
Travel your customer journey, and look for quick fixes. I bet there’s one hanging over your head right now! A broken link, perhaps? Maybe it’s an outdated catalog item or a process that takes too long. You need not label it a “customer experience issue” to get support from your organization. It’s broken! Make that one item a priority and fix it, then find another. The more speed bumps you remove, the better the journey will be for your customers.
2. Identify missed opportunities to charm and delight customers.
Every touchpoint in the customer journey is an opportunity to make a lasting impression. Are your invoices boring and demanding? Are your error messages and 404 pages lifeless and utilitarian? These are examples of great opportunities to add unexpected charm and joy to something that’s typically dull.
3. Personalize your communications.
Stop seeing them as vehicles for getting required information across and start seeing them as opportunities to connect. Use names of real people as senders or callers and take the extra time to follow up with a personal message. Your customers will feel connected to your brand when Cheryl asks if there’s anything else she can do for them, not when “service@yourdomain” confirms order #IR-1496279-8.
4. Cultivate an engaging company culture.
Only 30% of the American workforce is properly engaged. If your employees think you value and expect their feedback, they will actively look for ways to make improvements to internal processes, culture, and other impactful aspects of your business. Happy, comfortable, and engaged employees will go the extra mile to delight customers.
What are you waiting for?
You may not be able to overhaul and revitalize your total customer experience, but little improvements can make a huge impact. Plus, when your team sees the value of your quick fixes, they just might consider making big changes too.
Who has the power to change the customer experience? YOU DO!
Yes, YOU. Now go attack the things you can. Small victories lead to big wins.
Jeannie