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
2019: Thought’s on what’s in store

What’s Ahead for CX in 2019? David Turner recently outlined his thoughts on 2018, in particular the recent highlights for Webhelp and some of his ideas on the road ahead for customer experience in 2019. I also want to look ahead to 2019, but taking a slightly different angle to the usual ‘top trends to look out for’ as featured in many business journals. At present, most of the...

News
Webhelp and SKY make it a hat trick of awards

London, UK, 30/11/2018 Global customer experience expert, Webhelp, and leading telecommunications provider, Sky, were celebrating again after taking home the award for Best Outsourced Contact Centre at the European Contact Centre and Customer Service Awards, which took place in London on 27th...

News
WEBHELP AND VODAFONE UK WIN ‘EXCELLENCE IN BUSINESS OUTSOURCING COLLABORATION’ AWARD AT 2018 CCA AWARDS

London, UK, 29/11/2018 Global customer experience expert, Webhelp, and leading telecommunication company, Vodafone UK, scooped up the award for Excellence in Business Outsourcing Collaboration at the CCA Excellence Awards, held at the Hilton in Glasgow, Nov 15th. Having successfully worked...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

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