The truth is, everyone wants an amazing experience and, while B2B companies lag in delivering this, there is a great opportunity for businesses who invest in developing high-impact customer experience programs.
To get a deep understanding of customer needs and expectations, a robust and meaningful Voice of the Customer (VoC) program needs to be in place to collect the insights needed to drive CX strategy. But, just as a builder wouldn’t build a home without a blueprint, you shouldn’t build a VoC system without a plan.
Customer experience has come of age. It is now commonly accepted as a key differentiator right alongside product innovation, service and price. A lot has been written on the challenges and failures of CX. In this post, we focus on where CX works best with a goal of sharing a couple ideas that we can all use.
Just as if you were looking to design a new home for your family, we see the need for architects in CX. People who will take the time to understand your needs, preferences and intentions on how you plan to use the space – or, in the case of CX, use the insights.
Let’s just be honest. C-level leaders don’t take a lot of web surveys. But that doesn’t mean that we don’t NEED their feedback. It also doesn’t mean they don’t WANT to share feedback. Without it, sometimes we’re looking at a very incomplete picture of the customer experience.
It’s hard to believe the easy button has been around for more than 12 years. Introduced in August 2005, Staples set the expectation for ease as its competitive advantage – and the company was not alone.