Launching Your Journey to CX Success – Tips from CX Practitioners
March 23, 2016
Clarabridge hosted our inaugural C3 Europe last fall in London. The event drew leading Customer Experience (CX) professionals from around the world. During one of the sessions, we asked attendees to provide their best piece of CX wisdom. We gathered all of this advice into our new, interactive CX Quotables page. A few of the insights are highlighted below.
Before starting your customer experience management program, you need to know why you are doing this. Are you trying to reduce call wait time in your call center? Are you trying to improve your positioning in your industry? Once you identify why you want to start a CX program, set goals for that program and metrics that you can measure.
Once your CX program is up and running, make sure that it is engrained company-wide. Insights from you call center may actually be useful to your product team and vice versa. Additionally, empower your employees to take action based on these insights. If they aren’t able to make changes, then your entire program is a waste of time and money.
Executive buy-in is critical to CX success. However, don’t let your executive team run away with the program initiatives. Remember the goals that you set in the beginning (at our first quote above). But, most importantly, make sure that you are constantly checking in with your customers. If you made a change that you thought would improve their experience and it is causing outrage, you need to step back and figure out what the customers want. CX isn’t about serving your executives; it’s about serving your customers.
Jay Baer, a C3 speaker, is famous for the phrase “hug your haters.” A negative review or an angry Tweet isn’t reason to panic. It could be the next great idea behind your business. It’s also an opportunity to turn a detractor into a promoter.
Want more great CX advice? Check out our CX Quotables page and see if you can launch your CX program to the next level!
Kate Zimmerman is a Content Marketing Specialist at Clarabridge. Kate focuses on building content that supports CX efforts, product marketing, analyst relations, and has become an industry expert in Customer Experience Management. Kate holds a B.A in Politics from the University of Virginia and can be found on Twitter at @kmzimm.