What’s important in a CX program?
Committed leadership: Passion for a customer focused culture begins at the top. Without understanding from the CEO there is low probability to create an effect for customer focused initiative.
Vision: Your vision for CX must be so specific that everyone in the organisation easily understands the common goal.
Employee commitment: Committed and passionate employees are crucial for longterm success and a customer focused company. To really engage your staff, you must first understand them and you do this through an eNPS program.
Customer feedback: A systematic method for gathering of customer feedback is the key to developing and improving the customer experience. Since the data can be gathered through several channels it is important to use a platform that can be used continuously throughout the organisation.
Actions: Feedback that has been gathered in a CX program must lead towards activities and action. Previously survey reports ended up in an analysis that later was presented to a manager far too late to act upon. The feedback shall be obtained when “the feeling is fresh” and can be acted upon immediately.
Patience: Building a customer centred culture is not something that is done over night. It is based on several years of consistent work.