This document discusses improving customer experience and engagement. It notes that customer experience is how customers perceive their interactions with a company. The key steps outlined to improve customer experience are: 1) listen to customers, employees, and prospects regularly; 2) make interactions easy and quick; 3) measure overall experience through metrics like NPS, engagement, and satisfaction; 4) prioritize important touchpoints; 5) always follow up on customer feedback; 6) measure aspects you can change; 7) focus on one priority area; 8) communicate improvement efforts; 9) track changes from improvements; and 10) link customer experience to business outcomes like increased revenue. Following these steps can help a company become a leader in customer experience.
19. of CEOs say getting closer
to the customer is a top
business priority
Source: 2010, IBM Report: “Capitalizing on Complexity: Insights from the Global Chief Customer Officer Study.”
56. Recover
Managers work to win
back customers who
experienced a problem
or are actively
disengaged/ detractors
57. Recognize
Managers can use this
feedback to recognize
employees for
outstanding work and
develop training for
customer facing
employees
58. Improve
This feedback will be
used to identify people,
processes and systems
that may need
enhancement to
positively impact the
customer experience
78. 1 Listen to customers, employees, and prospects regularly.
79. 1
2Make it easy and quick.
Listen to customers, employees, and prospects regularly.
80. 1
2Make it easy and quick.
3 Measure the overall experience first.
Listen to customers, employees, and prospects regularly.
81. 1
2Make it easy and quick.
3 Measure the overall experience first.
4Prioritize your touchpoints.
Listen to customers, employees, and prospects regularly.
82. 1
2Make it easy and quick.
3 Measure the overall experience first.
4
5 Always close loops. Always.
Prioritize your touchpoints.
Listen to customers, employees, and prospects regularly.
84. 6 Measure what you are prepared to change.
7Focus on your One Thing.
85. 6 Measure what you are prepared to change.
7Focus on your One Thing.
8 Communicate, communicate, communicate.
86. 6 Measure what you are prepared to change.
7Focus on your One Thing.
8 Communicate, communicate, communicate.
9Track changes based on implemented changes.
87. 6 Measure what you are prepared to change.
7Focus on your One Thing.
8 Communicate, communicate, communicate.
9
10 Link to your business outcomes.
Track changes based on implemented changes.
94. Get a sense of
where your Cx is –
and advice on how
to improve
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