Do you drive to the supermarket with the assumption that it is okay not to buy, let’s say, 20% of the items on your shopping list? Alternatively, perhaps you prepare Sunday lunch and feel happy leaving out one or two…
Improving your customer experience needs a blend of quantitative and qualitative information. Give your customers a good listening to and see the results.
The adoption of digitally enabled processes does not mean that quality management is no longer required, if you want to satisfy your customers you must provide what they need, when they need it, how they need it consistantly.
If the C suite demonstrates an interest in customer satisfaction and invests in improvements, everyone can contribute to excellence in the customer's experience.
With data we can understand our customers and build business cases to improve their experience. And that let's us improve revenues and costs along the way.
Overcoming a business case to upgrade products and services can be impossible. But without improvements, you may lose custom. Sometimes simple fixes can be enough to resolve an issue and prevent reoccurrences. So long as you know that is what you are doing.
With everything else going on in a business, customers often fall to the bottom of the pile. It is an understandable outcome, but one that will damage your business. With simple fixes, you can keep customers at the top of everyone's mind and capitalise on the feedback you get from them.