Improve the Customer Experience In 60 Minutes or Less


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quick customer experience improvement
“It’s just so much!”

It’s a refrain I hear and live every day.

Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to change entire legacy systems, hire totally new teams, and shift budget dollars from one place to another.

This leads to paralysis. We can’t move the mountain so we are stuck staring at it, not realizing the mountain is made up of boulders big and small, and even a few pebbles which could bring the altitude down a notch.

If you can find an hour, you can make these quick customer experience improvements:

1. Stop by your call center and listen in.

I once made it a point to listen to just 10 incoming service calls for a client. Out of those 10 calls, 3 customers were searching for the same solution. The calls were handled very well, but according to the service rep statistics, they’re simply marked “resolved.” Listening to 10 calls allowed me to see a pattern otherwise not recognized by metrics.

It was a simple fix – move things around so the customers could find things easier.

quick customer experience improvements

2. Grab a cup of coffee with a front-line employee.

Ask pointed questions about specific incidents.

When was the last time a customer left still upset about something? What was the best way you helped a customer? What do you think about the compensation strategy here? Once the gates are open, be prepared to listen. There are gems there about ways to delight your employees and customers. Take notes!

3. Turn the weekly metrics report into definable action steps.

Many of my clients are proficient at data-ese. They speak the language of data as if it were their mother tongue. Meetings are scheduled, discussions are had, and reports are delivered every month, week or day. Yet so much of this information is reviewed as a gauge and nothing more.

Look at the data with a critical eye and decide: what can we do this week to improve this? Then create real action around it.

A recent example: A client was diligently tracking customer discussions via social media. By the time the reports came in, it was almost too late to reply. Now, there is a real-time strategy to respond to customers online.

Yes, customer experience is a big topic. But taking action doesn’t have to be so big. You have your supplies. It’s time to start climbing the mountain one step at a time.

Want to get a head start and learn some expert tips?

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. Join me for free!

Photo credit: wwarby via Creative Commons license

Jeannie Walters

Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Republished with author's permission from original post.

Jeannie Walters, CCXP
Jeannie Walters is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a globally recognized speaker, a LinkedIn Learning and instructor, and a Tedx speaker. She’s a very active writer and blogger, contributing to leading publications from Forbes to Pearson college textbooks. Her mission is “To Create Fewer Ruined Days for Customers.”


  1. Hi Jeannie,

    Thanks for this article – it’s short and actionable – everything a blog post should be! 😉

    I particularly like item #2: “Grab a cup of coffee with a front-line employee.”

    Merely taking the time to sit down with an employee and LISTEN to him/her can make the employee more engaged, simply by showing that someone in management actually cares about what the front-line agent thinks. Also, asking those pointed questions will cause the agent to be (and act) more cognizant of the stuff that matters in delivering a better customer experience.

    Thanks again,
    Jim Watson
    Portland, Maine


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