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5 Quick Wins to Improve Your Customer Experience Now
This document provides information about an upcoming presentation on quick wins to improve customer experience. It notes that the recording and slides will be available online and to submit questions via chat. The presentation then outlines 5 quick wins organizations can implement: 1) Clean up language in communications, 2) Introduce pre-shift huddles for teams, 3) Commit random acts of wow for customers, 4) Thank and engage happy customers, and 5) Make it easy for customers to promote the organization. Implementing low-cost, low-risk improvements can create steady momentum in customer experience.
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5 Quick Wins to Improve Your Customer Experience Now
- 2. HOUSEKEEPING - The recording and slides for today’s presenta?on will be made available on cxweek.com along with other content and webinars from throughout the week - Please use the chat window to submit ques?ons throughout the webinar, we will have ?me designated at the end for Q & A - Join the conversa?on on TwiNer by twee?ng @Qualtrics using #cxweek
- 3. 5 Quick WinsTo Improve Your Customer Experience Now Steffanie Biedler
- 4. The Challenges toDelivering Now • Analysis Paralysis(?) • Approval/Buy-In • Lead-time • Process Adoption • Change takes time… Find Low Cost – Low Risk – Easy to Implement Improvements
- 5. Base Hits: LoadBases & Scores Points A steady stream of continuous improvements keeps momentum going in between home run initiatives.
- 6. Expand your scopeof improvements to influence the attributing factors that drive customer experience Customer Expectations + Interaction Customer Experience= Look at the whole equation; not JUST the interaction
- 7. 5 Quick Wins 1. Clean-up your language 2. Introduce pre-game huddles 3. Commit random acts of WOW! 4. Thank & engage happy customers 5. Be easy to promote
- 8. #1 Clean-up yourlanguage Map & Audit Your Communications • Timing/Trigger • Duration • Expectations • Degree of Control • Trust
- 9. #2 Introduce apre-game huddle Short pre-shift stand-up meetings enable teams to do better • Drive focus • Set the tone • Create situational awareness • Call the play • Break!
- 10. #3 Commit randomacts of WOW! • Make it personal • Make it timely • It’s ok to go off script • Does NOT have to be expensive • Leverage your brand where possible, but don’t let that limit your creativity
- 11. #4 Thank &engage happy customers Thank your happy customers for their business and learn what drove their delight • Thank you note, call, or email • Probe for understanding • Look for common themes
- 12. #5 Be easyto promote • Well placed links for product reviews and social sharing • Follow-up with positive survey respondents for case studies and to be reference customers • Request use of positive comments in marketing materials
- 13. Improve Your CustomerExperience Now 5 Quick Wins 1. Clean-up your language 2. Introduce pre-game huddles 3. Commit random acts of WOW! 4. Thank & engage promoters 5. Be easy to promote • Low Cost – Low Risk – Easy to Implement Improvements are found when you… • Expand your scope of improvements to influence the attributing factors that drive customer experience to create… • A steady stream of continuous improvements to keep momentum.
- 14. Questions? Comments? Quick Wins ofYour Own?
- 15. Let’s continue thediscussion Connect with me on LinkedIn Steffanie Biedler • Share a quick win OR • Tell me which quick win(s) you’re going to implement
- 16.