We live in the age of the consumer as well as the age of available information. The combination of those two transformations has given us a customer base that is more empowered than ever, and an environment in which a single poor customer experience is magnified many times over through social media. It’s easy for a customer to find information about your company and your product, and more to the point, it’s easy for them to find out how you stack up against the competition.
Do you need new customers?
Every company wants to find new customers, but in this environment, having a strategy for retaining your existing ones is just as important. Having a great product or service is just part of that strategy. It starts by realizing that everyone in your company – not just your call agents – needs to embrace that customer mindset. Once you realize that Customer Experience involves everyone, from the CEO down to the guy who sweeps the floors, the next step is to understand your goals. The purpose of BetterXperience is to delight the customer, but why?
What do your customers think about you?
Do you give your customers a level of attention and support they aren’t getting elsewhere? Doing so not only pleases the people who are buying your product, it increases your bottom line. You delight your customers from every direction and from every employee, because by transforming the customer experience, you accomplish three things: You drive new business, you retain existing clients, and you drive measurable growth and profitability. It’s that simple.
BetterXperience helps your company understand precisely what that means and how to execute it.
A culture that focuses on the Customer Experience is more than just an attitude adjustment, it involves real, meaningful steps, starting with a mapped journey towards a defined goal, benchmarking against your peers in the industry, and using hard metrics and data gathering at every step of the way.
- Empowering your employees – and not just the Customer Service department.
Every single employee is the face of your company, either directly or indirectly, and a sense of ownership and empowerment is a good first step in achieving your Customer Experience goals. Starting with defined direction from the C-suite, this empowerment goes beyond the “yes, you can” directive and must include very specific training and orientation, communicating your expectations to all staff members, and ensuring that leaders understand every aspect of the Customer Experience initiative.
- The end of departmental fiefdoms, data hoarding and virtual priesthoods
BetterXperience draws from some of the most effective transformational methodologies like Six Sigma and Technology Business Management (TBM) to encourage collaboration across the board. A better Customer Experience doesn’t just center on the customer service department. With every department and every employee is invested in the BetterXperience strategy, we begin by breaking down barriers. Serving the customer may begin with the call agent, but it may well require collaboration from many other departments. A new level of transparency between all stakeholders will better serve the customer, and will help you achieve your corporate goals.
- Data-driven technology and analytics.
You can’t serve your customer if you don’t understand who they are and what they want – or more to the point, who they are going to be and what they are going to want in the future but don’t yet realize. The absolute worst way to go about transforming the Customer Experience is not to define in precise terms what your goals are, how you will achieve them, and how you will measure success. Yet far too many such implementations fall short. Data-driven technology and predictive analytics will help inform your strategy and help guide it as you move forward – and will be an essential part of measuring the ROI you derive from your transformation