It's a fact that people will pay more, they will travel further and they go out of their way to become your biggest advocates and influencers if you are adaptable to their needs. There is benefit to all business' by providing a clear journey map that encompasses all of their touch points.
The investment in a strategic CX offering lowers your marketing budgets over time and drives forward a proactive customer model with engagement at it's heart.
It gives your people the ability to be customer leading, innovative and provides them with autonomy by involving them in it's creation. CX is democracy driven and completely focused on people, on both sides of the fence.
Think of your own experiences as a customer.
How often does the negative leapfrog the positive in your own experience?
As a customer, do you ever wish a company would just do more?
Do you wish that they would make it work, make it simpler and make it faster?
When presented with an issue, ask them next time what their Customer Experience Journey looks like.
If they can't tell you, then it speaks volumes about their future.
That's the negative, but what about the positive?
What do YOU do when you've received great service, great engagement and all round fantastic care?
If the answer is simply smile about it and how that made your day easier you are contributing to your own CX issues.
Positive promotion relies on word of mouth, promotion on social platforms and physical and tangaible feedback that leaders and managers can take to their people. Put pen to paper, type away and let it be known to more than just yourself when an individual or company has got their CX right.
Even if thy haven't, but worked with you to get there- you need to tell someone.
Many ask us for our thoughts on how to drive engagement.
The simple response is to ask what it takes to get YOU interacting with a company?
Think about that, make a list and then check it off against what your business does now.
95% of people who contact a company usually do so for a negative reason.
The 5% who offer constructive feedback for improvement or praise feedback are often overwhelmed in volume and get lost in the mire of complaint handling.
They shouldn't be.
Those are the people that will lead you to right the 95%.
To distil them down into the minority.
There's no doubt that you'll happily tell social media followers, friends and family if you've had a positive encounter more often than not.
This does hold some weight to companies trying to grow their brand and extend their grip on a market share. It's not enough on it's own to rely on the influencers.
You need to get through to the core customer, the disgruntled and exhausted and fix what they need. Fix it and ASK for the feedback of that journey.
It speaks volumes about a business who cares enough to listen and put things right.
By giving your people the ability to get involved with a CX strategy from the start, you will no doubt uncover some less than pleasent truths.
No one is perfect and your company culture feeds into the return on your customers experience.
If your company culture needs a tune up, don't be afraid to knock things down and rebuild. Staying stuck in a rut with a flat tyre will not get you across the finishing line any time soon.
To truly be customer leading, innovative and evolutionary you need your people to guide the processes and input into the CX strategies creation.
Any board who things they can dictate a CX strategy are doomed to failure.
Turning to you people provides them with greater autonomy by involving them in it's creation.
CX is democracy driven and completely focused on people, on both sides of the fence.
You can evolve your business offering to embody your company core values and beliefs.
It doesn't have to be a time consuming and arduous task. Decide on your end goal, start small, involve all and most importantly be prepared to adapt.
From sole traders to large corporations, we should all care about the customer experience when they come to us.
It's more than image and it's more than word of mouth, it's a pledge to serve and declare what should be your business standard.
With simple solutions, processes and changes you can create a noted and promoted Customer Experience Journey Map and strategy so engaging that; good or bad, you will always get to hear about it and you can always stay on top.
If you aren't in a place where you can invest in CX full time but you are keen to get started- that is where Centre Stage Customer Experience can help.
CSCX offer bespoke consultancy for all business sizes to assist with the creation and implementation of a Customer Experience Strategy.
We draw on stage performance techniques as well as tried and tested business innovation to help you.
From journey mapping to core business support in key specific areas we are here to help you maximise your time and get you on the CX pathway.
If you have got to the end of this thinking that you don't need CX for your business, then answer these questions:
Has a complaint ever persisted to the point of no return?
Has it given you more than a headache, cost you time and money to put right?
Has negative social media review caused a negative impact on your or
Have you forgotten what it's like to recieve praise?
Do you believe that the likes of Amazon have made CX unobtainable to the smaller business?
If you answered 'YES' to just one of these questions, it's time to see what a documented, practiced CX strategy can do for your business.
Drop us a line below to see how we can help.
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