Creating customer retention and loyalty with a strong customer experience programme.It’s vital that customer experience is designed for and measured by what customer’s actually experience. In order to do that, organisations must adopt a strong Customer Experience programme giving organisations the ability to LIME: Learn from customer insight, Improve processes, Manage data and Engage with customers.

1. LEARN
A Customer Experience programme is a learning environment within your
organisation that sets customer service standards high by enabling
employees to create and follow best practice from customer insight, share
findings enterprise-wide and innovate continuously to exceed customer
expectations. Customer Experience is an organisation-wide priority and it
follows then, that any CX platform should be easy for staff from any
department to customise and configure their own visual analytics and
reports to monitor, drill down, and analyse the customer information that is
most relevant to their role and objectives.
IMPROVE
The ability to implement tools within a Customer Experience
programme such as business improvement projects, KPI
management and predictive analytics contribute towards
creating and maintaining a truly customer centric culture, by
forging a constant improvement environment. A programme
that intuitively handles key CX metrics i.e. NPS scores, and
survey questions and answers such as CSat and CE scores will
uncover trends emerging from customer feedback. As part of
the organisations improvement programme, these trends can
be treated as separate projects to support strategic decision
making and help identify problems in their infancy.
MANAGE
In order to help employees and manage customer feedback, organisations
can audit a CX programme by setting targets and KPIs to monitor
employee’s performance. When these pre-defined conditions are met,
employees can be rewarded and receive recognition. Target setting can
also help to highlight areas in need of extra training and upskilling to help
staff improve. In addition, it is important generate reports from the
programme to present customer feedback to employees; this should be
part of any effective management performance programme.
ENGAGE
An intelligent CX programme will gather, consolidate and
analyse customer feedback data in the way that is easiest for
you. By engaging employees with the programme, they are in
control of their own customer experience outcomes are more
likely to feel engaged with overall objectives. Engaged
employees drive improvement and in turn customers receive a
better experience; customer feedback can then be analysed
to identify those engaged employees. On the other hand,
customer feedback can also uncover disengaged employees
and the effect they have on the customer experience.
REMEMBER!
In order to know your customers better than ever before and
create customer loyalty and retention, it is important that
customer experience is designed for and measured by what
customer’s actually experience. Make sure you adopt a strong
Customer Experience programme that allows your organisation
the ability to LIME!
THE CX LIME
© SynGro 2017
www.syngro.com
Creating customer retention and
loyalty with a strong Customer
Experience programme.