It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip.
When it came to customer experience, leaders dealt with all sorts of changes and challenges.
The best-laid plans were often hard to execute as originally envisioned.
In short, it was another year of change and adaptation. And 2022 looks like it will be another twelve months of uncertainty. But some things won’t change. That’s where customer experience leaders can lean in and really lead in this new year.
Here are a few ideas for any leader dedicated to creating better days ahead for their customers and employees.
It’s time to accept the “expected unexpected.”
We now know how volatile the world can feel. We also know that not everyone is great with change — sudden or otherwise.
That means that customers, employees and humans are dealing with anxieties and frustrations in ways that have led to some unfortunate or even dangerous situations. There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example.
Customer experience leaders need to think through the ways customers and employees might be in unfamiliar situations.
This means considering all the ways customers might need guidance and support when navigating a new process. It also means considering how to inform customers about new rules or options.
This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers. What do they need to know, hear and do to best communicate when things don’t go as planned?
CX leaders can play an important role by collaborating with leaders throughout the organization. What expectations can be reset for customers, and how? What can we predict about the supply chain, high-stress customer situations, or what moments are most important in the customer’s journey?
Using techniques like root cause analysis and customer journey mapping can help leaders really understand and prepare.
Customers have been providing feedback and not hearing much from those who hear it. That’s why leaders need to recommit to not just listening to the customer’s voice, but letting them know they’ve heard them.
This means knowing how to not only respond to customers, but to act on their feedback and ideas. CX leaders can build coalitions with other leaders to get them involved and respond.
Closing the loop also means bringing closure to the people and teams in your organization who solve those customer issues and create better outcomes. Share the wins throughout the organization so employees can connect the way their everyday actions impact the customer.
Customer feedback will continue to be a key factor in preparing for the future, but only if the feedback is acted on, communicated and reported back to the customer.
Don’t get bogged down with the details on the dashboard. Remember to think big about your customer experience goals and how they can help your organization achieve not just company goals but goals for the world at large.
IKEA recently announced they are looking at ways to design their furniture to help achieve their sustainability goals, particularly because they believe it will help their customers live better lives.
It is becoming increasingly important to respond to short-term, urgent situations. But leaders need to keep on eye on the horizon beyond the staffing shortages and supply chain disruptions.
As you look to next year and beyond, invest in the proven ways to manage your customer experience.
2022 will bring its own set of surprises. And customer experience leaders will be there to work with other leaders and help live the mission of their organization.