Why So Serious?

By Jacob Bauer

Let’s be honest with ourselves. We take customer experience way too seriously sometimes. We get wrapped up with the stress of building and designing the perfect program in hopes to get straight A’s or a 4.0 from our customers. The constant quest for perfection has the potential to make CX a drag or hum-drum—just really not fun. When we begin to over think and over complicate the whole process our stress and distaste for CX increases. Not only does this make life miserable for our coworkers, but also the people we are trying to impress—the customer.

I think it’s time we started simplifying CX initiatives, processes, and make CX fun again. Because honestly, I love it. I get really into it (just ask my colleagues). What makes it so fun is how simple the concepts and practices really are, or at least, can be.

How to Simplify CX and Make it Fun

Here are a few ways to simplify and make CX fun again:

Keep the Survey Short

When conducting a survey keep the number of questions to 10 max. Even then, that’s considered long. A short survey can still get great data and results to work with. Think about the Net Promoter System and how just two questions can get amazing feedback. Plus, you should already have another 50-100 data points (meta data) about your customers stored somewhere waiting to be used. Your customers will appreciate the fact that you’re not wasting their time.

Keep the Process Simple

Make it easy for your front line employees to engage the system or processes being used in your CX program. Make it easy for them to act on the results without bogging them down with unnecessary processes, forms, and work. This will really empower your employees to take good care of your customers and they will promote the processes behind the scenes.

Analyze and Report – My Favorite Part!

One of the most exciting things about being in CX is the data. I love analyzing and acting on the data. After all, what’s the point of gathering or having data if it just sits in a database gathering electronic dust? This is the part where we get to decide what happens with our data. How do we analyze it and to whom do we send reports and analysis?

We don’t necessarily care if scores are low or high or how our customers individually respond. What matters most is taking that data and finding out where to make and apply changes, whether those are process improvement or training, bug fixes, or new products and services. The idea is to make those changes and then share them with the customers. This will naturally lead to more feedback and additional course correcting.

Consistently Check for Improvements

The concept of change is simple but can be difficult to carry out. However, you have to implement it if you want to see alternative results in your CX program. This can be the hardest part of the whole process, yet it is one of the Go to the full article.

Source:: Business 2 Community

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