Customer experience and employee experience are inextricably linked. Every customer experience has an associated employee experience. World-class experiences don’t just happen. They need to be intentionally managed – crafted, executed, and refined over the long term.
Who doesn’t appreciate a good roadmap? Through its evolution from accordion-folded paper the size of a poster to interactive app on a handheld device, a roadmap shows the way from where you are to where you want to go. Great, right? And whether you’re talking about a cross-country road trip or the journey to building a goal-oriented experience management (XM) program, a roadmap is an essential tool to help you get there.
In this age of information overload, there is opportunity to seek out a few more “alligators” in our customer data. One method that could help is instituting a more formalized and managed follow-up process with our key accounts. In other cases, there are opportunities to learn more from the commentary provided by customers in surveys or in other feedback forums.
Companies that lead in customer experience acknowledge the reality that to sustain high business performance over time, they must pay close attention to what’s happening externally and use that intelligence to drive a customer-focused strategy. If this sounds logical, you may be surprised to learn just how many companies spend most of their time looking inward, basing their business strategy on internal data and functions.
Developing a survey that addresses business questions may seem easy. However, careful thought and planning must go into each survey element for the results to be useful and actionable. Consider these 25 best practice tips for creating a valuable customer satisfaction survey that helps you measure customer satisfaction and understand your customers better.
The presence and power of the digital experience are undeniable. Consumers have come to expect the simplified experience of the one-click digital transaction.