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5 Strategies for CX Excellence

Updated: Apr 3

5 Strategies for CX Excellence

Measuring the customer and employee experience is a continuous process, not an event.

Businesses only exist with customers and employees, yet only some companies have a systematic process to measure and improve the experience of both customers and employees.

Yet we all (or most of us) follow our financials faithfully to the month, week or even day. Customer experience should be measured the same way - continuously. And their feedback should always be available in real time. Employee feedback must collected quarterly at a minimum.

After all, there is no cash without customers and employees!

Start your customer experience feedback program with your most important touchpoint.

You interact with customers in various ways: website, app, contact centre, location and field services.

Begin your customer experience measurement program with the touchpoint that you will lose that customer if it does not go well.

For some customers, that will be a visit to a location; for others, it will be a visit to a website. No matter what it is, ask for feedback immediately after that experience, every time, all the time.

And make the survey as short as possible - 3 minutes maximum!

Customer feedback should NOT be anonymous.

It will shock many who are used to anonymous market research surveys, but customers in 2020 WANT you to know if they had a poor experience and EXPECT you to follow up to make it right.

Have you checked Twitter and Facebook lately? That’s right; you can save a potentially lost customer who recently had a poor experience by systematically following up with them BEFORE they take it to social media.

Depending on your Customer Lifetime Value (CLV), this can be a complete game changer. You can set up real-time alerts that go to the appropriate person in your company responsible for following up with the customer and “closing the loop.” This activity alone will make your company 10x more customer-centric.

Identify your CX Heroes, celebrate them and model them

Customers love providing feedback on exceptional experiences, especially about an employee who did something special for them.

If appropriate, make sure you ask customers:

1) If any employee went out of their way to create an exceptional experience,

2) the name of that employee, and

3) What did they do to make the experience memorable?

You will get so much out of this!

You will identify the “CX Heroes” within your company. Recognize them, model their behaviours, and hire more just like them. The ultimate result is a culture that is laser-focused on the customer.

Measuring employee experience is the foundation for a great customer experience.

Treat your employees well if you want customers who love you, recommend, buy more, and return. They are the ones who make those things happen.

Employee experience measurement is not optional - it’s essential to a customer-centric organisation that is growing and thriving.

Regularly contact your employees via anonymous surveys to see how they are doing and what could be better. Communicate about changes made. Treat your people right.

Your customers will thank you in more ways than you can imagine for your excellence.

If your business would like help navigating customer experience in 2024, get in contact with us to discuss further:

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