CX Blog

Is your customer experience program dying?

Written by: Vivek Jaiswal | Co-founder, Customer Guru

Bring back your customer experience program to life!

The idea behind a successful customer experience program is to create a customer centric organisation where all the departments work towards a common goal of improving the customer experience. Most organisations kick-start such customer centric initiatives with great enthusiasm and dream of becoming a customer experience leader. Alas, not everyone succeeds. With time, revenue targets, strategic dilemmas and operational challenges take away the steam from the customer experience program and it dies. Here are three simple but superbly effective ways to make sure your customer experience initiatives go a long way:

1. Get senior management buy in

There is no magic potion to making an organisation customer centric. It’s an on-going process with dedicated investment of time and energy. For the entire organisation to be consistent, it’s important that everybody understands that the senior management is behind the customer experience program, else they easily dismiss it as another management fad which will wither soon if ignored a little longer. Once sold to the idea, the top management should send a clear message in words and in action.  They should support setting the right processes, taking action on poor feedback, and giving a pat on the back for good feedback.

2. Make it the pulse of your organisation

Both action and performance of individuals should be judged on its impact on customer experience. It should be the language of communication within the organisation. Employees from the frontline to across departments should be clear on what impacts customer satisfaction most and how does their action effect the satisfaction level. This can be achieved by implementing an easy to quantify metric like NPS, and more focus on action than analysis – remember, what gets measured, gets improved!

3. It’s long term

It’s like hitting the gym…it’s not a one time investment with lifetime returns but it’s small investments everyday for lifetime returns. The idea is to make small changes in the direction that matters most, analyse its impact and iterate. Real results are the best measure of an initiatives success.

What else does your organisation do to avoid making customer experience initiative a spring program?

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