The key elements of customer experience
When entrepreneurs talk about their CX strategy, they often refer to the experience in customer services — i.e. sales and support. Just a few years ago, this may have worked. But not now. Today, the flawless CX design must be factored into every business process from day one. And here’s why. Modern consumers are different. They attribute value to an omnichannel customer experience. It means they look for consistent brand identity, utility, and personalization everywhere — on your website, store, social media, and even a chat — as well as across every business function from sales to logistics to marketing. New-gen customers expect you to deliver exactly what they like, want, or need in a way that is convenient for them. Companies that understand those expectations will ride high. But if you haven’t embraced the change yet, you risk going obsolete and losing your clients to more flexible competitors. In order to drive customer-centric transformation throughout the entire company, you need to keep 3 CX commandments: CX Thinking + Technology Adoption + Agile Culture CX Thinking You must adopt the CX philosophy company-wide. It means you have to understand your customer and demonstrate empathy in everything you do. Mastering CX thinking will help you shift the focus from chasing solely business gains to achieving outcomes that are mutually beneficial and satisfying to you and your customer. This is a proven formula for sustainable growth. Technology Adoption Modern customers are more connected, that’s why digital-first interaction is an important determinant of a good customer experience for them. They expect your business to be available 24 hours a day, every day, across all channels. You can’t achieve it without technology backing. It helps optimize the entire end-to-end experience, while also doing it at scale, on any medium, and in real-time. At the very least, you need to have a digital platform with a variety of integrated services like product management, customer management, billing, payment, etc. But in order to deliver a truly exceptional personalized customer experience, you also need to embrace analytics for a single view of the customer journey across channels, as well as have a tech stack that can enhance every interaction on the customer experience map. Agile Culture Customer behavior is dynamic. It is largely shaped by constantly evolving innovations. Some of the changes are here to stay for years to come, while others will undergo further transformations. The old-school approach won’t work here. The modern business environment calls for highly agile practices. It is critical for companies to be ready for iterating or pivoting when working on customer experience design. Once the team comes up with a new solution for improving the customer experience, it must quickly be prototyped and tested with real users in order to get first-hand feedback. This gives you a contextual understanding of customer interactions and points to the weak links in your CX strategy. Simply put, the agile culture helps you experiment fast, measure the results fast, and learn fast. submitted by /u/joe_dojo [link] [comments]