The practice of customer experience is evolving rapidly and the more it is getting noticed, the new comers on a daily basis whether as explorers, potential users or specialists.
Except for the fresh grads that studied customer or human centered related practices, most of the new comers have different backgrounds from and may perceive customer experience differently.
I believe the background diversification will definitely enrich the emerging CX practice and will add depth and width by borrowing and challenging concepts within the current CX picture.
Throughout my journey in learning and practicing customer experience, I have some reflections from my daily business interactions and I thought it may be of benefit sharing them to stand as some tips or learnings for the new comers to this very interesting practice.
Here are the 12 tips and reflections:
Tip #1: Customer Experience entails an interesting mix of different views: Human Centered Design “mindset view”, Marketing “business view” and Analytics “operations view”.
Tips #2: Customer Experience is a serious business topic that needs to be approached from the right angle by the right people. Else, it will be perceived as a cosmetic, nice to have, budget draining or overstated discipline.
Tip #3: Customer Experience Management will succeed “ONLY” in Human Centered Organizations.
Tip #4: Don’t leave any moment of truth along your customers’ end to end journey un-attended to, un-designed, or un-linked to a strategic objective.
Tip #5: Customer Experience is not and will never be about lower cost to serve.
Tip #6: As long as there is a customer interaction with your brand, there will always be a sub-consciously perceived score of your brand value, directly affecting your bottom line whether you realize it or not.
Tip #7: Customer loyalty is a by-product of employee loyalty.
Tip #8: Don’t let Net Promoter Score mislead your CX measurement efforts; it should be a small part of a comprehensive and integrated VOC program.
Tip #9: If you to pursue a career in Customer Experience, Moments of Truth by Jan Carlzon is a must read.
Tip #10: Any customer complaint is a hidden treasure that needs to be hunted.
Tip #11: Be wise when it comes to investing in customer experience and utilize relevant tools such as break point analysis; diagnose experience levels, identify and prioritize investment opportunities then link it to functional and strategic objectives.
Tip #12: Addressing Customer Experience and Employee Experience as modern concepts leading to profitability and productivity so you get the attention of your employer or potential client to get a budget or close a deal is harmful on the mid and long term for organizations, the market and the wider community. These noble concepts have to be addressed as rights, values and principles to get the most out of them.
Please feel free to share your own views and reflections.
I believe some of the above tips and learnings may need some elaboration and I will dedicate some separate articles for them; stay tuned 🙂