Everybody is talking about the customer experience to drive satisfaction and revenue. So, what does an organisation have to do to deliver on this? Here are our thoughts:
- Have a clear vision of the customer experience which is aligned with the business objectives.
- Train the staff at every customer touch point to deliver: get them to stand in the customer’s shoes, treat customers as individuals. Keep on training the staff – this is an on-going journey not a destination.
- Every leader and manager in the organisation should focus on the customer experience.
- Reward structures top to bottom should support delivery of the customer experience.
- The culture should recognise on a regular basis delivery of a good customer experience.
- Metrics & feedback mechanisms need to support the goal.
Let us know what you think on Twitter – which organisations do this well?