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15 powerful steps to create amazing customer xperiences


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Discover clear and powerful steps to deliver excellent customer service and experience. Do these things to make your customer experience vision stick!

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15 powerful steps to create amazing customer xperiences

  1. 1. Powerful Steps to Create Amazing Customer Experiences15
  2. 2. “71% of consumers ended a business relationship due to a poor customer service experience.” -Kissmetrics
  3. 3. Make sure you have created a memorable customer experience vision “Sound strategy starts with having the right goal.” -Michael Porter 1
  4. 4. Frequently communicate that vision to the organization “Communication is the real work of leadership.” -Nitin Nohria 2
  5. 5. Make it clear that employees are empowered to do what is right for customers “A leader is great, not because he had power, but because of his or her ability to empower others. -John C. Maxwell 3
  6. 6. Build customer empathy inside your organization with storytelling “Empathy is seeing with the eyes of another, listening with the eyes of another, and feeling with the heart of another” - unknown 4
  7. 7. Recruit new employees who possess a customer focus “"The secret of my success is that we have gone to exceptional lengths to hire the best people in the world." -Steve Jobs 5
  8. 8. Collaborate to create customer journey maps to increase employee awareness “You’ve got to start with the customer experience and work back toward the technology not the other way around.” -Steve Jobs 6
  9. 9. Establish a Voice of the Customer and Voice of the Employee culture “The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen them.” -Ralph Nichols 7
  10. 10. Build a robust recognition framework to reward individuals and teams for their customer focus Take time to appreciate your employees and they will reciprocate in a thousand ways. -Bob Nelson 8
  11. 11. Involve employees by creating Employee CX Boards “Organizations going through change should involve their workforce as much as possible in the process.” -Gallup Business Journal 2011 9
  12. 12. Train executives, managers and front line employees on customer experience actions that align with your vision “I hated every minute of training, but I said, 'Don't quit. Suffer now and live the rest of your life as a champion.” -Muhammad Ali 10
  13. 13. Organizational leaders to reinforce and coach frequently “Each person holds so much power within themselves that needs to be let out. Sometimes they just need a little nudge, a little direction, a little support, a little coaching, and the greatest things can happen.” -Pete Carroll 11
  14. 14. Craft a leadership development program to increase the skills of your management team “The growth and development of people is the highest calling of leadership.” -Harvey S. Firestone 12
  15. 15. Create departmental action plans that align with customer experience vision “It is easy to sit up and take notice, What is difficult is getting up and taking action.” -Honore de Balzac 13
  16. 16. Measure and report successes and biggest areas of opportunity “However beautiful the strategy, you should occasionally look at the results.” -Winston Churchill 14
  17. 17. Involve customers when iterating to re-design their experiences “Collaboration is important not just because it's a better way to learn. The spirit of collaboration is penetrating every institution and all of our lives. So learning to collaborate is part of equipping yourself for effectiveness, problem solving, innovation and life-long learning in an ever-changing networked economy.” -Don Tapscott 14
  18. 18. Customer Fanatix is a customer service, customer experience and customer success consulting and training firm. We provide organizations with the motivation and business intelligence they need to drive amazing customer and employee experiences. Partnering with our clients, we help uncover actionable insights that drive deep process improvements, advancing increased profitability, customer retention and employee loyalty. Whether it be through our consulting or training services, or as a speaker at company events or conferences, our expert team would be thrilled to partner with you to catapult your customer experience efforts! CustomerFanatix Our Blog