6 September 2013
Editor
Editor

50 simple ideas to propel your CX journey

Customer experience is hotly debated in the boardrooms of many organizations, whether profit or non-profit. While everybody agrees that CX is important, the questions are how to improve it and where to start. Many organizations struggle to orchestrate initiatives, projects and programs focusing on customers, employees, and the brand. CX professional Bruce Temkin has come to the rescue with 50 simple tips to follow.

As part of Temkin Group’s celebration of Customer Experience Day on October 1st 2013, Bruce Temkin is publishing CX Tips, starting 50 days before this event that celebrates great customer experience and the professionals who make it happen.

Here’s his (evolving) list of CX tips aligned with four customer experience core competencies:

  1. Purposeful leadership: Operate consistently with a clear set of values.
  2. Compelling brand values: Deliver on your brand promises to customers.
  3. Employee engagement: Align employees with the goals of the organization.
  4. Customer connectedness: Infuse customer insight across the organization.

1. Purposeful leadership

  • Create a mission that inspires employees.
  • Create paths for grassroots communications.
  • Discuss CX metrics and initiatives at company meetings.
  • Create peer-to-peer executive relationships with B2B clients.
  • Use a blog to connect the CEO with employees.
  • Obsess about customers, not competitors.
  • Continuously re-recruit your team.

2. Compelling brand values

  • Create paths for grassroots communications.
  • Make your brand values explicit.
  • Measure yourself against your brand promises.
  • Define competencies for living the brand.

3. Employee engagement

  • Share comparative CX metrics across locations.
  • Encourage employees to thank customers.
  • Develop simple service standards.
  • Create a mission that inspires employees.
  • Create paths for grassroots communications.
  • Test for cultural fit before you hire.
  • Use workshops to review customer feedback and develop local action plans.
  • Make it easy for employees to be brand advocates.
  • Create a help line for employees.
  • Use job shadowing to improve cross-channel cooperation.
  • Empower employees to create memorable moments.
  • Actively solicit insights from employees
  • Train employees for key moments.

4. Customer connectedness

  • Share comparative CX metrics across locations.
  • Innovate around customer lifecycle events.
  • Encourage employees to thank customers.
  • Develop simple service standards.
  • Map your customer’s journey.
  • Maintain a list of top 10 customer issues.
  • Use workshops to review customer feedback and develop local action plans.
  • Create peer-to-peer executive relationships with B2B clients.
  • Make it easy for employees to be brand advocates.
  • Randomly call out to B2B clients.
  • Don’t overlook low-tech opportunities for customer research.
  • Set service targets based on customer expectations.
  • Actively solicit insights from employees.
  • Share customer verbatims internally.
  • Use online advisory boards of B2B clients.
  • Train employees for key moments.

Sources

The four customer experience core competencies (The Temkin Group)
50 CX tips: Simple ideas, powerful results (The Temkin Group)

Customer experience (67), Customer journey (11)