The document outlines key strategies to enhance customer experiences, emphasizing the importance of a clear vision, employee empowerment, and customer empathy. It encourages collaboration across the organization to improve customer journey mapping, training, and recognition frameworks. Additionally, it highlights the role of customer feedback and iterative design in refining customer interactions for improved business outcomes.

1. Powerful Steps to Create Amazing Customer
Experiences15

2. “71% of consumers ended a business relationship
due to a poor customer service experience.”
-Kissmetrics

3. Make sure you have created a memorable customer experience vision
“Sound strategy starts with having the right goal.”
-Michael Porter
1

4. Frequently communicate that vision to the organization
“Communication is the real work of leadership.”
-Nitin Nohria
2

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. Measure and report successes and biggest areas of opportunity
“However beautiful the strategy, you should occasionally look
at the results.”
-Winston Churchill
14

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. 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!
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