The document emphasizes the importance of actionable strategies in delivering an exceptional customer experience by placing the customer at the center of service delivery. It advocates for a focus on customer outcomes through single-point resolution, personalized services, and understanding customer frustrations. Additionally, it suggests using relevant metrics for measurement and encourages proactive customer engagement throughout the customer lifecycle.

1. first...
Putting the

2. Focus on Actionable
Strategies...
to deliver better than best-in-class
Customer Experience

3. Get and keep the 'customer' at the heart of all you do by
placing the 'customer at the heart of service delivery' ­
integrating and redesigning services & support functions
around customers
Maintain a consistent focus on 'customer outcomes' by
prizing 'single-point resolution' and seek out, understand
and learn from customer frustrations
Shape service delivery to meet the 'wants/needs of each
customer group' and that should include 'self service' in
addition to traditional 'service channels'
Strive to always deliver a 'personalised service' -
encouraging repeat contact through the 'customer
lifecycle' - be proactive to 'reach out' to customers old
and new
Know what matters - to the customer (and therefore to
you too) - don't waste time measuring everything - only
measure what matters

4. If you would like to discuss any aspect of this
'thought piece' or you would like to explore
how my experience may be of interest to you
or your organisation please contact me
T: +44 7782 324500
E: simon.m.rodaway@me.com
LinkedIn: www.linkedin.com/in/simonrodaway