Customer Experience Leadership: What Customers Wish We’d Do | #CX
by Kate Nasser |
As we explore customer experience leadership, it’s amazing how much we learn from asking the simple question, What do customers wish we would do?
The answers to this question ensure that our customer experience leadership focuses on what truly matters to customers. So let’s look at those answers!
Customer Experience Leadership: What Customers Wish We’d Do
Listen! Customer frustration about our pre-planned experiences is boiling over. No matter how much we think we know the customer from previous interactions, their expectations do change. If we are listening and adapting, we can exceed their expectations. Otherwise we will be delivering what they used to want.
Make it Easy! More than ever, customers won’t stick around when the experience is difficult.
Personalize! Customer expectations are personal and individual. Forget yesterday’s trends on age, income, and gender trends. Personalizing the experience is THE way to exceed customer expectations & keep them coming back.
Customer Experience Leadership Step: Empower the front line employees on every channel to listen vs. deliver the script. Use AI for automated functions to listen and adapt.
Customer Experience Leadership Step: Scour through every aspect of the customer experience journey. Get rid of the difficulty. Whether it’s online, on the phone, or in person, make it easy!
Customer Experience Leadership Step: Empower ALL employees in your organization to personalize the customer experience. Don’t leave your front liners hanging from empty promises to customers.
Customer Experience Leadership Summary
We’ve been talking about these changes for years. During that time, technology has come along to help us listen, make it easy, and personalize the experience. So what is still holding company leaders back?
Lack of trust.
Trying to preserve power.
So how can they get their entire organization to a) listen b) make it easy and c) personalize the customer experience? Gather all company leaders (including front line team leaders) for a customer experience summit and identify the answers to the five point list. Yes, there will be many steps to getting there. Yet, to get there you must have the vision and momentum to start. Be the start. Get busy!
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
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©2019 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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