Clarifying customer experience responsibilities

An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving in the right direction. After speaking with their associates, I observed that everyone was being held responsible for customer experience at a general level, but it wasn’t clear how they were expected to support the …

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Employee Experience: The Cornerstone of Customer Experience

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience. When you peel back the layers of any customer-centric organization, you’ll find a robust culture of honoring employees, encouraging their insight and ideas, …

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Traits of Customer Advocacy Success

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my LinkedIn Learning Course Customer Advocacy. Traits of successful customer advocacy initiatives from Customer Advocacy by Brad Cleveland

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Customer experience is both far bigger—and much smaller

Customer experience is both far bigger—and much smaller—than many realize. In other words, customer experience is more than the product itself. It’s more than customer service. It’s more than your technology platform. It’s all-encompassing. It’s big. But it’s also the last interaction a customer had. Despite all of your effort—all of your processes, your work on products—just one interaction can …

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Establishing Your Customer Feedback Goals

Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six goals that can help you get the most out of your customer feedback efforts. The video is from my LinkedIn Learning course “Customer Service: Managing Customer Feedback.” Establishing your goals from Customer Service: Managing Customer …

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Principle #7: Skills, Knowledge and Leadership Make the Difference

What’s the real secret to improving performance? Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. Organizations are made up of people with myriad personalities, backgrounds and skills. Success depends on creating an engaging environment and bringing out the best in everyone who …

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Motivating Your Team: The Role of Rewards and Incentives

Successful leaders put their efforts into creating an environment in which their team members’ intrinsic motivators can flourish. However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and support an intrinsically motivated culture. If you’re considering a team-based reward incentive initiative, this video has some important recommendations. Learn more …

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Principle #6: Improvements Must Be Ongoing

You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range from social media posts to surveys to operational metrics. Which issues do you tackle first? Here are eight criteria that can help you make that decision: SAFETY: Customer safety should always be the top priority. …

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Creating Customer Advocates

Connecting with advocates doesn’t happen by accident. You need a plan, and a person or a team who’s responsible. And they should be collaborating with and part of the same efforts you’re putting into motion internally to improve customer experiences. Connecting and engaging with advocates is a strategic decision. It takes leadership to define its importance, and how you’ll approach …

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Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For example, customer service can provide the broader organization with powerful insight on customers, products, services and processes. When this information is captured, identified, assimilated and turned into usable knowledge, it can literally transform an organization’s ability to identify and meet customer expectations. I love discovering …

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