Here's how we made CX (Customer Experience) a driving force for our success. Our experiments finally paid off, first, we have sized up the problem and look at the impact of the current situation.. the questions we tried to answer in our marketing experiments to achieve a perfect mix of the customers' journey throughout our business operations.
Have we lost channels of engagement or business? Have these channels been replaced by new channels? Have these lost channels of engagement been replaced by new signals? etc etc..
The 5 Steps which worked to Improve our CX Strategy are:
1. Assemble the right team
The first thing in any project is choosing the right team. Identifying the right employees who possess the skills and authority to help plan and execute the CX strategy, from each business department.
2. Choose the right metrics
Measurement is valuable. By eliminating noise, trashing the unwanted, we focused on metrics that gauge progress towards a specific business outcome. We ensured that metrics, measurement framework deliver insights across the entire process and tie into large business goals in many ways, our ability to achieve these goals will determine the successes or failure of the initiative.
3. Leverage in Internal and external resources
By doing this we achieved a 360-degree view that expedites solutions to CX roadblocks.
For Internal we made entire team individuals, to answer speak on each and every critical issue.
For External we created customer feedbacks to gain deeper, more informed insights.
4. Use Intelligent data tools
To improve the cx; we needed an intelligent platform that delivers more than just insights it needs to provide recommendations, actions that solve present problems but also to prevent future ones before they arise.
Platforms that can leverage intelligence about our brand, employees, customer and the market. These insights helped us make the necessary adjustments and controls for better revenue and business performance.
5. Demonstrate value
At the end of the day, we need to prove the CX initiatives generate real value for the organization.
To answer this, we selected a few questions we will ask our self, to demonstrate our success.
And those questions were:
a. Did we enable the business to acquire new customers?
b. Did it help retain existing customers?
c. Did it lead to additional cross sell opportunities?
d. Did we achieve cost reduction?
And with this we were finally able to sell, sell more and got referrals and kept them engaged with our products and services.
