Ouch. The title of this post is one of the things I hear most often when I am 'reaching out' to sell my services. Is it true? Are relationships all you need? Relationships are amazing but they are not enough…
Managing your customer experience is about much more than the warm glow of a job well done. It has a material impact on your performance and sustainability.
Longevity of your products, services and business systems only happens when they satisfy your customers. Generating customer loyalty needs much more than reputation management.
When organisations depend on customer-facing teams to resolve all customer issues, they are likely to run into repeated problems.
Improving your customer experience needs a blend of quantitative and qualitative information. Give your customers a good listening to and see the results.
Digitally enabled processes do not dispense with the need for quality management. If you want to satisfy your customers you must provide what they need, when they need it, how they need it all the time.
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 lets 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.