What’s important in a CX program?
Committed Leadership: Passion for a customer-focused culture begins at the top. Without understanding from the CEO there is low probability to create an effect for customer-focused initiative.
Vision: Your vision for CX must be so specific that everyone in the organization can easily understand the common goal.
Employee commitment: Committed and passionate employees are crucial for long-term success and a customer-focused company. To really engage your staff, you must first understand them and you do that with an eNPS program.
Customer feedback: A systematic method for gathering of customer feedback is the key to develop and improve the customer experience. Since the data can be gathered through several channels it’s important to use a platform that can be used continuously throughout the organization.
Actions: Feedback that has been gathered in a CX program must lead towards activities and action. Far from every survey results that is analysed eventually end up in a report and the manager’s desk. No, the feedback shall be obtained when the feeling is fresh and can be acted upon immediately.
Patience: To build a customer centred culture isn’t something that you do over a night; it’s something that is build iteratively through several years.