Successful Customer Strategy Focus #3:
Customer Experience
Can your business provide exemplary customer experiences that your team and customers can be proud of?
How Do You Score?
Score yourself from 1-10, 10 being "have in place and use almost daily," and 1 being "do not have at all," on these Customer Experience Best Practices.
Businesses with a Successful Customer Experience Strategy:
- Have a customer-centric culture where the customer is truly #1 (not just lip-service)
- Have empowered teams who fully deliver with appropriate responsibility and freedom
- Have clear visibility of customer treatment through a documented and open customer feedback system
- Have mechanisms in place to measure the effectiveness of service delivery
- Are able to swiftly and creatively react to solve customer service issues
- Have documented customer service process training
- Enable service delivery teams to openly communicate and build relationships with customers
- Have a rapid escalation process for solving customer service problems
< Focus #2: Customer Engagement | Focus #4: Customer Advocacy >
