Here’s some sound advice from Bruce Temkin for improving the experience of your customers over the next year, 7 Keys to Customer Experience:
Despite the economic difficulties in 2009, we’ve seen a significant uptick in real customer experience efforts. What do I mean by real? Efforts that address systemic issues such as poorly designed interactions, broken processes, outdated business rules, insufficient customer insight, and cultures that are far from customer-centric.
Next year will likely be even more active. Many companies will make substantial progress; others will falter. Here’s some advice for keeping customer experience efforts on track:
- Drop the executive commitment façade
- Acknowledge that you don’t know your customers
- Don’t get too distracted by social media
- Stop squeezing the life out of customer service
- Restore purpose to your brand
- Don’t expect employees to get on board on their own
- Translate customer experience into business terms
For commentary on each of these recommendations, check out the complete source article.
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