Tips to get you started on creating a customer experience strategy

Do you know what your customer experience strategy is?

  •  Your strategy must be crystal clear.
  • It should be a clear customer-focused vision.
  • Communicate this to the organization.
  • Create a set of statements which will be your guiding models to drive the actions of your business.
  • Make your team aware of these actions!
  • Embed into all training and development.

Do you know who your customers are? 

  • Connect and empathize with your customers!
  • Understand their needs and wants.
  • Place your customers into categories by creating profiles.
  • Staff will be able to recognize who they are and better understand them.

Do you have an emotional connection with your customers?

Are you capturing customer feedback?

 How can you know if your customers are experiencing the WOW factor?

  1. Ways to capture customer feedback –
  2. Surveys
  3. Social listening
  4. Customer interviews
  5. Focus groups.
  6. Net promoter score
  7. Undercover customer experience discovery

 Is your team clear on your customer experience strategy?

  •  Identify the training needs of your team members.
  • Embed your customer experience actions into all training and development.
  • Assess and measure the effectiveness of the training conducted.
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