Many companies that say they focus on the customer don’t take the time to wire customer priorities into annual planning. The resources and prioritization of what to do in the next year do not include targets for incoming and outgoing customers. To gain customer reliability, establish four accountability targets.
Successful customer handoffs require a chain of actions across the enterprise. These actions need to create a reliable experience for the customer. Your company's power core develops certain skills and pays less attention to others, so it has an impact on the ease at which cross-company CX competencies can be developed and integrated.
The customer experience that gains the most confidence with customers is to get the basics right. You must knit together the series of contacts you have with customers to bring a sense of reliability in what they can expect from you. Only after you established a reliable experience and gained their confidence, can you move to deepen a personal relationship that ultimately broadens into customers referring you to others.
An important element of driving accountability for customer profitability is how strategic the organization is about determining and executing customer accountability targets. Consistently defining the customer experience in stages, moments of truth, priority contacts and silo connectivity for optimum experience delivery is by far the most complex part of managing customer accountability.
Beloved companies enable people to decide and act, always in alignment with doing the right thing. They build organizations with energy and spirit that draws customers to them. We naturally gravitate to companies with whom we connect in a human and sincere manner. Five decisions set companies apart, revealing who they are and what they value.
Once you’ve determined where the CCO should report, you must determine the structure which works best based on commitment and resources. Organize for joining the silos based on your culture and how far along you are in working together. Remember, the structure you select should enable you to influence change and drive action. This post introduces the four approaches to organizational structure.
Chief Customer Officer 2.0 delivers new digital content based on the book, “Chief Customer Officer” by Jeanne Bliss and provides updated tools to establish a repeatable customer experience that drives customer profitability.
When you listen to customers, you’re able to identify and prioritize the “cracks in the foundation.” People can make the connection that the foundation is compromised because of lapses in how the company executes different business functions. Resolving these day-to-day bugs in the system are critical to creating customer experience reliability.
I was honored to be a part of this ebook, “The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead” brought to you by Kerry Bodine & Doberman. Be sure to download your free copy. It’s a collection of ideas from customer experience authors, designers, and industry leaders.
Are you deliberate in the memories you deliver at the beginning and ending moments of customer contact? To plan reliable delivery, you must know the customer emotions involved in the experience from beginning to end. If you deliver great personalized service, but parking is a nightmare, you still have a hurdle to clear.