- Harmonize managers of various CX efforts.
- Coordinate CX efforts in harmony customers (times and modes that are logical and non-disruptive to them).
Here’s how to get in-tune:
- Take an inventory of who manages what across the entire customer life cycle
- Anyone asking customers for something
- Anyone communicating with customers
- Anyone making policies that have a direct- or ripple-effect on customers
- Acknowledge contributions and intentions of the formal and informal CX managers
- Show them how they’re all parts of a whole
- Help them see their collective effect on customers
- Coordinate efforts across all of them
- Create an intranet space for them to share timelines, artifacts, insights
- Establish a monthly check-in for representatives to coordinate
- Setup and foster communication channels for them to keep one another informed
- Coordinate efforts to fit the customer
- Find out what timing and modes of your CX efforts makes the most sense to customers
- Establish triggers that indicate a customer’s readiness
- Tailor CX efforts to be logical and non-disruptive
- Close the loop internally and externally to prevent recurrence of hassles
- Sensitize non-customer-facing groups to CX realities to drive anticipation and proactive CX excellence throughout your company
Get in-tune and you’ll stand out above your competitors’ out-of-tune customer experience management. Customers will sense your stand-out harmony and reward you. Like a magnet, they’ll be attracted to the most in-tune option. Word-of-mouth will travel like wildfire. You’ll find synergies among your CX efforts that free-up budget for higher value-add to customers. Your CX managers will experience greater job satisfaction. No wonder getting in-tune is the number 1 success factor for strong business results in customer experience management.
1 Customer relationship management, voice of the customer, user experience, first contact resolution, Net Promoter Score™, digital experience, loyalty programs, customer success, customer service, content marketing, experiential marketing, customer care, and similar managerial efforts are components of customer experience management.
2 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013.
For more information, see How to Solve Customer Experience Silos
Republished from the ClearAction blog, How to Get In-Tune for Customer Experience Success. Image purchased under license from Shutterstock.