Are You a Customer Experience Market Leader?


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An exceptional customer experience is the way to grab and keep the attention of customers today.

The market leaders of today have mastered the critical steps to consistently deliver exceptional customer service experiences. The Center for Management and Organization Effectiveness recently shared a video outlining the way to become a market leader today. Ultimately it comes down to the ability to envision a better customer experience and then execute on the steps that actually deliver results that matter to customers.

In an effort to set themselves apart from their competition, leaders today look for any means possible to attract and keep the attention of their customers. Long-term market leadership is possible by developing a customer-centric culture.

Align the whole organization around the customer experience delivery

Too often we look for the one-click, instant solution to our customer experience alignment challenges. We try to pass the buck to software or outside trainers, speakers or send people to conferences hoping that it’ll magically transform the service focus of the organization.

There’s no shortcut to exceptional customer experience. Just wasted time, energy, and resources on the road to looking for it.

To create a customer-centric culture, customer experience leaders must:

  • Talk about the customer experience strategy at every opportunity
  • Make customer service experience a priority in the organization
  • Encourage people to take action and make service their own strategy to success
  • Coach people on performing actions that deliver direct experience results to customers
  • Hold the entire organization accountable for the service experience delivery

Your ability to consistently deliver exceptional customer service will largely determine the experience your customers associate with your brand. The service experience your customers ultimately associate with your brand is central to sustained growth in today’s “customer is king” age.

Customer service is a necessity for any organization looking for long-term, sustained growth. What are you doing to take your customer experience to the next level and create something that is meaningful to your customers?

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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