10 Things I Know About...Customer experience
10) A strong foundation.
Employee engagement is the foundation to the success of delivering great customer experience.
9) Multiple platforms.
Multi-channel technology is needed to support a customer experience initiative.
8) Know your audience.
Customer interactions need to be targeted, relevant and persuasive for the intended audience and provide actionable next steps making it easy for customers to participate.
7) Communicate benefits.
Incorporate motivational messaging and communicate tangible benefits experienced by other customers like them in your interactions.
6) Make a good first impression.
You have an average of 8 seconds to catch an average person's attention – you better make it good!
5) Make it a priority.
Companies committed to creating and providing a great customer experience will have an executive in the company dedicated to this.
4) Measure success.
Address (quantitatively not just qualitatively) within any return-on-investment calculations of the benefits of a great customer experience.
3) Get feedback.
Elevate the voice of the customer by building customer surveys and feedback.
2) Make changes as needed.
Evaluate all your touchpoints and service offerings and deliver channels to make sure you are providing an integrated view of your offerings and driving cross-promotion and participation.
1) Get employees ready.
Train employees with soft selling skills to complement technical knowledge.
Mary Eddy Stewart is the vice president for customer experience at CLEAResult, which develops energy efficiency programs for utilities. You can reach her at info@clearesult.com
WBJ Web Partners
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