Customer experience is a top priority, its one of the main things that creates a successful organisation. - Is this statement correct?
Is it not true that customer experience is merely a priority? Customer experience is far more than that, it defines an organisation; it is what happens in your organisation after a customer has started their interaction. It is as fundamental a thing as you can define.
If you get it wrong and do not align yourself well with the customer from the start, then you are always simply trying to catch up with the customer - any spending time and resources doing it. Get it right, and things get alot easier. If you delegate customer experience to simply a priority, then think again. Tell-tale signs your organisation is making this mistake would be customer feedback reports landing on your desk. Those reports should be focusing on learning about customer workflows feedback.
So, if you want to sort your organisation operations out, and have a good efficient and effective customer workflow, start with the initial customer demand, and align your organisation from that point on - cutting out the barriers to a good flow.
The evidence is proven when working with organisations with a contact centre. It takes a day or so to gauge how effective the customer facing staff are at aligning your customer to do business with you. Then, the next day, the impact of the whole organisation workflow on the customer can be measured. In may contact centres the measurement of wasted work is 20 - 40%.
This is then a very good time to have a conversation, with evidence, about where to start improving your workflow. And technology is not the saviour, you leadership decisions from this point forward are.
From a methodology perspective its not about smiley faces, and questionnaires. this is about seeing an organisation as a system, and then responding to this knowledge with systems thinking leadership - which is surprisingly easy.
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