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10 Tips For Inventing Great Customer Experiences
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7) Borrow ideas from others. Not just competitors, or you'll only be a me-too company. Be curious and open-minded about how other industries and cultures do things. Learn from them, adapt and experiment, and use what works.
8 Be creative. "There's this common perception that some people are creative and most aren't. That's just not true. As a leader, you want everyone in your organization producing novel and useful ideas. The fact is, all the research in this field shows that anyone with normal intelligence is capable of doing some degree of creative work."1
9) Love complaints. When a customer take the time to share suggestions or vent frustrations, you can bet they're representative of a larger number of customers that share that sentiment - or soon will, unless an improvement occurs. Better for you to hear it and make the change before your competitors take that revenue stream.
Customer Experience Innovation10) Make quarterly - or more frequent - assessments of your policies, processes, skills, motivations, products and services. Assess them from the customer's viewpoint. Always keep on the lookout for ways to invent great customer experiences.
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Lynn Hunsaker mentors executives in Customer Experience Optimization, to deliver brand promises, prevent customer hassles, minimize churn, & heighten sustained profit. Specialties include customer value guidance, touch-points, loyalty behaviors, internal branding, customer experience innovation, experience panorama, survey ROI, customer relationship skills, marketing operations, predictive dashboards, team recognition. She is author of 3 e-handbooks: Metrics You Can Manage For Success, Customer Experience Improvement Momentum, and Innovating Superior Customer Experience.
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7) Borrow ideas from others. Not just competitors, or you'll only be a me-too company. Be curious and open-minded about how other industries and cultures do things. Learn from them, adapt and experiment, and use what works.
8 Be creative. "There's this common perception that some people are creative and most aren't. That's just not true. As a leader, you want everyone in your organization producing novel and useful ideas. The fact is, all the research in this field shows that anyone with normal intelligence is capable of doing some degree of creative work."1
9) Love complaints. When a customer take the time to share suggestions or vent frustrations, you can bet they're representative of a larger number of customers that share that sentiment - or soon will, unless an improvement occurs. Better for you to hear it and make the change before your competitors take that revenue stream.
Customer Experience Innovation10) Make quarterly - or more frequent - assessments of your policies, processes, skills, motivations, products and services. Assess them from the customer's viewpoint. Always keep on the lookout for ways to invent great customer experiences.
Return to Page 1
Lynn Hunsaker mentors executives in Customer Experience Optimization, to deliver brand promises, prevent customer hassles, minimize churn, & heighten sustained profit. Specialties include customer value guidance, touch-points, loyalty behaviors, internal branding, customer experience innovation, experience panorama, survey ROI, customer relationship skills, marketing operations, predictive dashboards, team recognition. She is author of 3 e-handbooks: Metrics You Can Manage For Success, Customer Experience Improvement Momentum, and Innovating Superior Customer Experience.
Are Your Customer Service Methods Paying Off?
The Customer First And Last - A Business Focus
To Improve Customer Experience, Help Me Help You
Six Strategies To Learn From Customer Issues And Increase Their Satisfaction
Manage Your Personal Productivity
The Customer First And Last - A Business Focus
To Improve Customer Experience, Help Me Help You
Six Strategies To Learn From Customer Issues And Increase Their Satisfaction
Manage Your Personal Productivity
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