The only thing constant in this world is change. An organization is no exemption to this. As a company grows, more changes are needed to be done. These changes are often necessary to ensure improvement in providing the best service to customers. However, not all organizations are adaptive or should we say willing to make such changes. In this article, we’ve listed out the key ways on revamping your CX!
1. Take time to know and learn about your customers
It’s easy to make assumptions about what your customers want especially if you’re in the business for years. However, a common mistake companies make is not fully understanding what their customers really need. Deepen your grasp in learning more about your customers by actually taking the time to sit down and hear them out. Communication is always key. Conduct customer interviews, surveys, host focus group discussions, user testing, and customer journey mapping.
2. Do Intensive Problem Solving
Addressing customer problems is one of the vital areas in a customer journey. The first step is to identify the root problem before proposing solutions. The impact this problem has on other touchpoints of your customer. What impact does it do to your customer touchpoints? Before you implement a solution, make sure to test it first to see if it solves your problem. Avoid creating tons of solutions just for the sake of it. Always validate with your customers if your solutions are relevant to their problems. You don’t want to devote all your time creating a solution for a problem that’s not relevant at all. It always has to benefit your customers.
3. Use your personal experiences
Oftentimes, people who provide CX for a living tend to set high expectations as customers. Another way of improving an organization’s way of delivering service is through applying their own experiences. Be observant of which touchpoints you personally experienced and use that as an inspiration in further developing your customer journey.
4.RESEARCH! RESEARCH!
Okay, what is the goal? It’s simply making your customers enjoy the act of doing business with you. As per Ron Kaufman’s 6 levels of customer service, it’s not enough to keep them satisfied but to actually create an unbelievable customer experience for them. So how do you do this? Research and measure! Most companies DO NOT MEASURE. Start with something you can easily use like a metric that will show improvement. Customer satisfaction survey is one. As you introduce new solutions, have a corresponding metric on hand to immediately measure results. This way, you can already create an evaluation and can decide to proceed or do more research to come up with a different solution.
5. ALIGN YOUR BUSINESS NEEDS WITH CUSTOMER NEEDS
Review your mission and vision. Is it aligned with what you’re currently doing? How similar are the people in your organization with your target market? Measure success by knowing and reviewing your business KPIs to ensure you’re right on track. Talking to stakeholders, other departments within your company like business development, finance, legal, and the like can lead to a holistic understanding of your business that will help you match the business needs to your customer needs because solutions that are viable for the business will be viable for the customers.
