Customer experience is not a separated deal however a series of several touchpoints. It’s not restricted to the customer care interaction at the support center however an organization-wide procedure is. The brand is enhanced at each touchpoint across the organization. While customer support can have a huge effect on the customer experience, it is not the whole story. Here are aspects to think about in developing a customer experience strategy with Customer Service Manager for your organization:
- Understand your own worth. The customer’s experience is a reflection of the worths a company interacts with. To deliver remarkable customer experience a company should, first of all, understand its own worths and second of all interact those worths through its product or services at every touchpoint. In many cases, staff members do not understand the worth of the company they work for. Worth declarations are developed by well-intentioned senior management and then relegated to new-hire training or unread posters in lonesome corners of the office. Even mid-level supervisors charged with carrying out the company objective are hard-pressed to detail their company’s core worths. Unfortunately, core worths are typically weakened in the name of effectiveness or usefulness. This causes staff member cynicism and loss of faith in management’s commitment to any worths besides revenue. Primarily this loss of faith is because the worths are not developed into the service structure.
- Develop a customer-centric culture. The initial step in providing extraordinary customer experience is to develop a culture within your own organization that shows your service worths. It is tough to deliver extraordinary service if your culture and service structure does not show your service worths. If you do not have well-marked service worths, you need to begin by producing them as they will form the structure of your customer experience strategy.
- Pick metrics at each touchpoint that show your claim and the customer’s experience. Among the key choices management can make is the metrics they select to determine in order to figure out how well they are carrying out against their pledge to the market. Metrics end up being the efficiency centerpieces by which an organization judges its habits: organizations become what they determine.
If you have a claim or pledge you’ve made to the market, it makes good sense to determine how well you carry out against that claim. This includes determining how well your staff members deliver on the claim and what your customer thinks about the delivery. Engineering, marketing, sales, accounting, and support each have a particular and unique contribution to make in the customer experience procedure. Each has internal metrics they can use to assess their contribution and external metrics they can use to evaluate the customer’s experience.
Engineering may use an internal quality rating of mean-time-between failure and an external metric around reported problems; sales may have an internal procedure around agreement renewals and an external procedure of customer recommendations; support may determine itself on first call resolution and determine the customer on fulfillment. Each of these procedures needs to show the company’s commitment to its guarantee and the customer’s experience with the offering. Each shows a shared responsibility by individual departments for the customers’ total experience.
