With so many customer experience programs beginning, many people are asking, “Where do I start?” It’s a question that I have heard often enough that I thought I might do a blog series on what you want to focus on in the first year of your customer experience program. And it might be interesting for those of you who are already well under way in your program.
Here are the areas we will cover together in the next couple of weeks:
- Strategy:
- Appetite for risk
- Customer focus
- Embracing innovation
- People:
- Executive buy-in
- Employee engagement
- Company culture
- Metrics:
- Satisfaction and loyalty
- Customer retention
- Customer lifetime value
I look forward to hearing what you think as we go through these topics.
Loading ...
Tabitha, I just came across your blog. This is a great topic, that I think is highly dependent on the context of each company and industry. From my experience designing these types of systems for Fortune 500 companies there are typically 2 major problems with typical customer experience programs:
1. They fail to connect every part of the strategy to measurable business outcomes.
2. They focus too heavily on the logical aspects or mechanics of the relationship, ignoring the holistic effect on customer emotions.
Hi Clint – welcome! I agree with your thoughts. In my experience, how the program is designed and implemented varies. Certainly the program I designed for Philips Healthcare and the one for Citrix Online are each different – tailored to the needs, challenges and the market. I look forward to your input along the way and it’s great to connect.