I continually discuss with clients and potential clients that customer service (CS) is reacting to customers inquiries and customer experience (CX) is proactive – knowing what your customer wants at each touchpoint along their journey within your business.
It’s beneficial for a company to establish processes for both their internal and external customers and figuring out a way to bring more value to an employee’s interaction with their customers. It’s known that customer behaviors and actions make a large impact on the customer experience. From that, it’s imperative for the company to have some sort of retention plan, using such tools as email or phone calls to respond back to the needs of the customer.
The challenge some companies face in the “customer-centric” change is the internal resistance found among its employees. This change is viewed as additional work and looked at as unimportant. Implementing a customer experience strategy needs to be sustainable and not just a marketing campaign. The management team must be equally serious about retention and making the customer happy.
There are many business sectors that can benefit from treating their customer with an experience. Take the financial sector. Sure, it’s about numbers and bottom line. But once the financial institution delivers the basic need of their customer and can still operate within the regulations, they’ll see the experience evolve and those customers retained. The customer needs are not complex. Focus on the primary requirement of the product and tweak the processes around it, leaving the needs at the core of the strategy.
In order for a business to work towards becoming customer-focused is to be sure the management team and those above them, understand the customer and the significance of customer experience. Everyone must be on board with this idea of building the business to become focused on the customer and making sure this is the responsibility of the entire company and not the individual. The team driving the force of this new initiative must be committed, competent, and willing to work across all departments with the mindset of “This is for my customers.”
The key to massive growth within the company is retention and can be achieved by delivering great customer experience. By focusing on the experience and retention strategies you are putting into place, your operational costs will automatically come down, allowing for new services and/or products for your customers.
This is where we come in. With our customized business-building workshops and creative strategic plans, we help you stand out, turn your customers into loyal fans, and make more money. Use this form If you would like to schedule a time to speak with Carrie on how she can increase your bottom-line by redefining your visibility and up-leveling the value-added Customer Experience you provide.
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