Have you made your customer experience resolutions yet? If not, why not? If you only do one thing in your business in 2019, make sure it revolves around the experiences you create for your customers.
Hopefully during 2018 you have realised and that everyone within your organisation accepts, that the experiences you create for your customers, needs to take precedence over everything else? Hoping this is the case, 2019 has to be the year of taking action. You need to start delivering great customer experiences or else be prepared to lose out to competitors.
Our customers’ expectations continually change and increase therefore we need to ensure that 2019 is the year of the customer. Your business needs to stay relevant, maintain a competitive edge and therefore needs to proactively invest in understanding the needs and evolving demands of your customers.
So, with the turn of the year, just like we do in many other walks of life, it’s time to start taking some Customer Experience Resolutions. Resolutions you need to stick to! With this in mind, we’ve come up with a few to help you out. However, these need to be more than resolutions, look at them as action steps that will bring you happy and loyal customers at the end of the day!
-Expectations work both ways, so always set the right ones with your customers. (Note the word with and not for).
-Make Omni channel a way of life. Seamless interconnected experiences will create a lot of buzz.
-Learn from those that know the most. Never miss out on an opportunity to collect customer feedback, every opinion matters.
-Make customer experience your DNA, it takes collaborative working and a company wide approach – it’s not a department.
-Allocate a permanent seat for your customer at the decision-making table “Bring your customer into the board room.”
-Build a company strategy and culture that places the customer above everything else.
-Feedback and data is great, but do something with it that helps build better experiences for your customers.
-Close down the sales prevention department.
Like most resolutions, what’s new is less about shiny objects and more about the mastery of down-toearth principles. It’s all about keeping your eye on the prize with a sensible plan. In this instance the prize is your customer, the prize of retaining them, doing more with them, or indeed attracting new ones.
Ultimately, success in turning a new leaf depends on getting your hooks into manageable steps that resolve past weaknesses to propel your growth.
These resolutions not only drive growth, but also drive customer experience management into your company’s DNA. And that’s a gift that keeps on giving.
If 2019 is to be a great year, it MUST be the year of your customer!
Would you like to know more about how to create and embed Customer Resolutions that will propel your business growth, delight your customers, engage your employees, excite investors and stakeholders? Overall, improve operational effectiveness, ensure less churn and higher engagement and ultimately positively impact the bottom line? Shift your organisation from what can sometimes be dysfunctional treadmills between you and your customers to mutual value creation? If that answer is yes, we would love to show you how. Please contact us to learn more about our programs that will ensure 2019 is not only the year for your customer, but the year for you too.
Happy New Year everyone and cheers to a very exciting 2019!
