The New, Better Customer Experience

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Top Takeaways:

• There are two halves to customer-centricity. One is the great leaders of CX, who are inspirational catalysts for creating a customer-centric culture. The other half is the people in the trenches, who connect those leaders and companies with solutions.
• Any customer experience tactic or strategy you try to implement should be supported by your customer record, which is all the information you can (legally) gather about your customer.
• If you want senior leadership to invest in customer experience, you must show them the ROI (return on investment).
• The best way to position customer experience to leadership is to highlight the increase in productivity, efficiency, and agility.
• Touchless and contactless payments have existed since 1997, but have been accelerated and more widely adopted over the past year.
• The employee experience has a huge impact on the customer experience. If employees are happy and well-supported, they are able to better support customers and deliver a better experience.
• Employee needs will continue to change moving forward. Make the voice of the employee a central part of the decision-making process.
• Become a partner to your customers and clients, rather than another vendor. If you’re not a partner, you’re in a potential churn zone where someone else could come along and build a better relationship with your customers.
• The inspiration and innovation that come from teamwork are what drives a culture of customer-centricity. And that is available to executives free of charge!

Quotes:

“What is at the center of the productivity conversation is this notion of employee experience. Employee experiences are central to customer experiences.”

“The one thing that drives a successful culture is the inspiration and innovation that comes from teamwork to create a new ‘better.’”

“Empathy creates collaboration – and these two things are what enable growth.”

About:

Dennis Wakabayashi is the VP of CX Solutions Delivery for RR Donnelley, a global business communications firm. He is among the top 50 CX influencers globally and provides relevant customer experience content on many social channels.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

1. How does the employee experience affect the customer experience?
2. Has COVID-19 changed customer service?
3. How can I improve the employee experience?
4. What is the best way to position customer experience to executives and leadership?
5. How can I create a better customer experience?