Do you know your customers enough to create wow experiences? Does every department of your organization know how to turn your customers into evangelists?
When it comes to managing customer experiences, many organizations are reactive and transactional.
1. Managers don’t have specific goals on how to improve customer experience.
There is an expectation of excellent customer service. This is why organizations offer customer service training and conduct customer satisfaction surveys.
Unfortunately, surveys show only lag measures. Service improvements are reactive because they are meant to undo poor customer service.
You can undo poor customer service. You can only anticipate the next one.
2. Employees don’t work proactively to improve customer experiences.
They don’t know how to wow. Many customer service training programs focus on experience in front of a customer.
Most customer experiences related to organizations are not face-to-face experiences.
3. They don’t measure the impact of customer experiences — and use measures to improve “business” objectives.
It is not necessary to measure everything. Measure what must be improved. Most employees, for example, don’t know the experiences they create for each touchpoint, for each moment of truth.
4. In many organizations, customer service is the accountability of one department.
Employees don’t talk about customer experience improvement in their meetings.
They talk about many things, but seldom it is that customer experience is on the agenda.
THE SOLUTION
Manage customer experiences.
Begin with customer experience journey mapping. Show leaders how to plan and run customer journey mapping workshops. Inspire leaders to invest in customer experience management.
Go beyond I-will-teach-you-how-to-say-sorry customer service training.
1. Learn the CXJM Methodology
In order to get the most out of a CX Journey Mapping exercise, help leaders learn the CXJM methodology through the use of a generic teaching example.
This will allow you to gain a full understanding of the process without being bogged down by your own business complexities.
2. CXJM Workshop
Once you feel comfortable with your understanding of the CX Journey Mapping process, create your own sample CXJM session.
The Outcome
Create a customer-driven organization that constantly innovate to improve customer experiences.
1. Enable managers to run customer experience journey workshops with confidence.
2. Engage members to continuous improvement so they’ll constantly improve customer experiences.
3. Make employees accountable for creating wow customer experiences.
This workshop helps employees to think customer first. Yes, this is life-changing for some people.
When you need help in managing customer experiences, you may contact me. I will be more than happy to serve you.
