This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken A Simple Playbook for Managing Customer Experience Every team inside a company impacts the customer […]
This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken
Every team inside a company impacts the customer experience. Each of these teams is in constant motion to manage the customer interactions for which they are responsible. But when a team makes changes to their plan, how do their changes impact the overall experience? The coordination required between teams is a major challenge. The challenge becomes much greater when teams are dispersed across geographies and the world is changing faster every day. On top of this, there are new team members joining, and existing team members unplugging and plugging back in all the time.
Here is a step-by-step playbook for leaders to optimize their company’s customer experience:
STEP #1: Create a simple experience plan by answering three questions
STEP #2: Name your experience leaders
Identify the individual that is responsible for the success of the experience
STEP #3: Measure the experience outcomes
STEP #4: Improve the experience outcomes
Make it easy for team members to share ideas and success stories with the people responsible for the experience
Now share the plan with every member of your experience team. In addition to changing the paradigm for experience in your industry, you will have a new way to effectively measure employee engagement and performance, find out who your experience leaders are, and turn everyone on your team into idea generators and experience producers.
Doug Bell is the CEO of The Experience Manager which helps companies unify their customer experience approach. For more on implementing this experience management process into your business and other valuable insights visit www.theexperiencemanager.com or contact Doug directly at theexperiencemanager.com.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
Read Shep’s latest Forbes Article: National Customer Service Week Is Approaching — How Will You Celebrate?
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