Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

What Are The Key Requirements For A Great CX?

Blog
6th June 2016

The management blog Econsultancy recently hosted a series of round-tables where they discussed the key attributes for creating a great customer experience (CX). The outcome was to boil down the essence of CX strategy to six steps.

1. Understand the customer journey…

2. Show and tell others what the customer service team is doing…

3. Make digital the priority…

4. Use Net Promoter Score (NPS) as your basic metric…

5. Develop self-service…

6. Get ready for the bots…

This is a good list, although it naturally reduces a big subject to a few short bullet-points. However, I think the focus of this list should really be points 1, 2, 5, and 6.

The customer journey is changing dramatically and has completely shifted in the past decade – nobody was using the mobile Internet or social networks a few years back and this has now revolutionised how your customer relates to products.

Achieving change within your own organisation requires a strong level of support and the changing customer journey will change how your company looks and functions. Just think of the connection today between marketing and customer service – great customer service is now marketing. If you are not coordinating all the places that your company reaches out to customers then you cannot achieve a great CX.

Improving your self-service options and introducing automation, such as bots, will help to deflect calls and increasingly this is how customers want to be served – just look at the rise of messenger apps like WhatsApp and Facebook Messenger. These are the communication tools of first choice for many customers and brands need to support a CX within them.

I haven’t emphasised points 3 and 4 here because I think digital priorities all depend on your business and metrics vary from company to company.

In fact, in many ways I believe that the customer journey has changed so much that we cannot continue using the same metrics that regular call centres used. We need to think of new ways to measure customer behaviour so we can measure the behaviours that create great outcomes.

If you were thinking of the top 5 or 6 strategies that lead to a great CX, which would you list first?

You can read the original article here – https://econsultancy.com/blog/67867-six-must-do-s-for-a-successful-customer-experience-programme/


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
How Gen Z will affect the Generation Game

As the Millennials move steadily into their 20s and 30s, their successor Generation Z is emerging as a global consumer force to be reckoned with. In preparation for our forthcoming Generations series Polly Ashdown, Marketing and Communications Director, examines what makes Gen Z so distinctive and how brands can capitalise on the opportunities they provide. Born into the age of the Internet,...

News
Oor Wullie’s Big Bucket Trail | Charity Week

Webhelp is delighted to sponsor Oor Wullie’s Big Bucket Trail 2019, Scotland’s first-ever national public art trail, raising vital funds for children in hospital across Scotland. Each week of the event takes on a different theme, as it is Charity Week, it’s a perfect time to look back at...

News
Groupe Bruxelles Lambert enters into exclusive negotiations for the acquisition of the Webhelp group

GBL announces today it has entered into exclusive negotiations to acquire a majority stake in the Webhelp group, together with its co-founding shareholders, Olivier Duha and Frédéric Jousset, who would retain their role as founding executive directors, and its management team. Founded in 2000,...

Whitepaper
The Hybrid Model

As an international healthcare services organization, Direct Medica develops and implements innovative solutions to reshape the relationships between healthcare professionals, patients, industry players, hospitals and payers. For the past two years, the company has been developing a very...

Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook