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Clear Customer Experience Strategies

Jana Love / Apr 8, 2014 10:00:00 AM

It seems that some businesses have over-complicated delivering good, solid customer service.  The focus is often on technical processes rather than a genuine, natural service flow.  For example, a service person will think, "I have to do this first, this second, third...etc."  The result of that is an impersonal disconnect with the the customer who is trying to do business with that company.  We have all been on the receiving end of the person behind the desk or at the checkout counter who is so lost in their "processes" that greeting the customer, helping them, or taking their money will only happen when they have finished their paperwork, computer transaction, conversation, and so on.  A big miss.

"Things which matter most must never be at the mercy of things which matter least." Goethe

Customer_Experience_PuzzleAutomation has increased our ability to get more done in a smaller about of time, with more accuracy, and better efficiency.  Because of these efficiencies, the result should be more time to connect with the customer.  However; if the culture within the organization is process-focused and not customer-focused, therein lies the challenge. 

It is very easy to say, train, and even advertise that the customer is the focus, but saying it and having it built into your company culture are two very different things.  The culture that lives in an organization, defined in the simplest term would be, "It's the way we do things around here."  Why is this so important? 

  • Forms foundation & discipline 
  • Guides decisions & behaviors
  • Provides focus & emotional connection
  • Connects each job to a purpose
Companies need to have very clear customer experience strategies in order show the difference between saying it and doing it. These strategies need to start with: 
  • Know your customers.
  • Define all points of customer contact (include all internal and external partners).
  • Clarify expectations and outcomes at each step.
  • Define opportunities to create an experience not just a transaction.

Successfully putting these steps into place doesn't happen overnight.  They develop over time with commitment and discipline, but the outcome is a happy, loyal customer!   If time does not allow for you to train your team on these steps, don't hesitate to reach out to us.

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Topics: Goals, Customer Experience, Customer Lifecycle, Culture

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