How do you make customer experience a shared responsibility in your organization? Customer experience is not just a task for the CX manager, but must be supported by the entire company. In this article we share practical tips to actively involve your organization in customer experience.
Ensure management involvement
Management must see customer experience as a priority and make this visible. Put it on the agenda of management meetings and involve various departments in plans and decisions. Only then does customer focus become a shared focus.
Make data more relevant
Share customized customer feedback: give the location manager insight into the performance of his location and employees access to their own customer data. Make sure this information is up to date, so that feedback is still fresh in your mind.
Make customer feedback a routine
Allow customer feedback to be structurally reflected in daily activities. For example, discuss the most positive and negative feedback per employee every week. Focus not only on scores, but also on the stories behind the numbers.
Focus on positivity
Focus on positive customer feedback to motivate employees. By celebrating successes, teams learn from each other’s approach. Gamification can help make objectives more fun and interactive.
Always follow up on feedback
Use customer feedback to make real improvements and share these updates both internally and externally. This way, both customers and employees see that feedback is taken seriously.
Choose employees with the right DNA
Employees who are customer-oriented by nature make a big difference. When hiring, focus on character traits such as helpfulness and empathy.
Hold on and be consistent
Choose a KPI or system for measuring customer experience and stay true to it. Don’t just focus on scores, but analyze the trends and act as an organization on the underlying causes.
With these tips you can firmly anchor customer experience in your organization and transform it into a shared responsibility. Do you want more insights? Download the e-book ‘A successful CX program – From measuring to improving’.
