Resources

Most organizations know that it’s no longer “customer service”—it’s “customer experience.” With the advent of multiple channels to reach and engage with customers, it has become imperative for organizations to develop and implement a seamless customer experience (CX) across all those channels.

How do you develop consistent, excellent customer experience? Here are some tips:

• Customers first. After all, if it weren’t for your customers, you wouldn’t be in business. By keeping the needs of your customers as a core component of your CX strategy, you will be better able to show your customers that you value them.
• CX Mission Statement. The best way to stick with your business objectives is to write them down. Your statement should be actionable, measurable and trainable. It should guide employees to the standard for what must be delivered at every touch point. To help you craft your statement, think about these things:
  • Are we delivering outstanding value to our customers?
  • Are we doing right by our customers?
  • Are we making it easy for customers to do business with us?
• If you promise it, you must deliver it. Even though each channel has its own unique best practices, your mission statement should be part and parcel of your strategy for each channel. The underlying message delivered by each channel should be consistent with the mission statement and brand promise.
• Consistency is key. Social media may look different from email, but what you do on each channel must appear to be connected and consistent.
• Transparency is a must. The best CX includes the following across all channels:
  • Hours of operation
  • Contact information
  • Timely responses that are personalized, not canned
  • Taking responsibility for errors and acknowledging them