Every CX professional’s goal is to provide exceptional customer experiences (CX). However, how should businesses approach this lofty goal in order to reap the benefits of more loyal customers, higher profit margins, and increased shareholder value?
Providing an exceptional customer experience
We’ve compiled the four steps that leading companies take to improve their competitive position, as well as their bottom and top lines, to transform the experience for your customers:
1. Appoint a chief customer officer
Everything begins at the top. Your organization’s leadership must recognize the significance of improved CX strategies. They must also define how the company’s vision statement translates into its goal of providing excellent customer service.
2. Create a CX team.
Team members who report to the chief customer officer must have a thorough understanding of your entire business, from sales to marketing to operations and customer service. To determine how to segment your customers, this team will work with business functions such as supply chain, sales, and customer service.
3. Enable the team with analytics
The data required by the CX team is spread across your organization, including ERP, CRM, and business intelligence systems. A large portion of that data would come from order management, such as delivery accuracy, frequency of communication, or customer service quality.
4. Manage the identified enhancements
Armed with the data, the CX team can identify problem areas — for example, issues in supply chain operations due to consistently late deliveries — and hold candid and open discussions about the root cause. Because the collected data is objective, the CX team and the functional head can then agree on a specific action plan to resolve the issue.
It is difficult to create customer experiences that increase revenue, reduce revenue leakage, and increase customer retention and advocacy. Call Cegura Technologies today to learn more about how to provide the best customer experiences!
