Written by Vivek Jaiswal | Co-founder, Customer Guru
Every company wants to improve customer experience just like every body wants to look good in the swimsuit. However, just like getting in shape and maintaining it takes discipline, commitment, and hard work, improving customer experience requires regular customer feedback, taking sincere corrective action, and getting everybody involved. Analogous to the desire to look great in your swimming suit: you can collect data about how others view you now, you can advertise how you want to be perceived, and you can follow-up with individuals who give you feedback — but ultimately, you’ll have to do the actual work required to look great in your swimming suit.
Here are a few best practices that could get you back in shape with your customer experience goals:
A diet plan is designed so you are on track for your fitness goal and you have sufficient energy to last through the day. To achieve your fitness goal, you need to ensure that you don’t give in to your temptations and stick to the diet plan. Similarly, organisations should chart out a customer journey map with steps to deliver consistent customer experience at every touchpoint. Thereon, everyone in the organisation needs to stick to that plan to achieve the customer experience goal.
Taking pills, supplements, and visiting the gym occasionally won’t work. An exercise routine that focuses on every aspect of your fitness goal – stamina, muscle strength, body mass and endurance, is more sustainable than just getting through this summer season. You need to exercise regularly and frequently measure the improvements to keep yourself motivated. The same applies to improving customer experience – an occasional focus on customer experience, running a campaign to measure it, and sending discount coupons to unsatisfied customers, will not take you anywhere. You need to practice a set routine: take regular customer feedback, thank your customers for the feedback, analyse and identify customer issues, and work relentlessly to resolve those issues.
It is always easier to stay on track when you have someone to hold you accountable to your fitness goals. Getting your friends and family onboard your team will keep you motivated and support you through the hard work everyday. Similarly, getting everyone in the organisation onboard with your customer experience goal will make it super easy to achieve it. Sharing the customer experience goals and talking frequently about how things are going will keep the buzz alive.
There is nothing better than swimming itself to get you in shape for that #beachbody. Similarly, there is no better way to achieve your customer experience goals than to pick up the phone and talk to your customers about it. Don’t just rely on automated customer feedback emails, do the real work by talking to them face to face too.
The desire to look great in a swimsuit is a huge motivator for people to stay fit. Similarly, a desire to build a loyal customer base should keep you motivated in improving the customer experience.
Would love to hear your feedback and ideas on how to stay on track with the customer experience goals.
[Photo courtesy: wallpaperup.com ]
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