As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers.
I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below. I encourage you to listen to the brief video clips to hear examples of how some businesses have applied practical applications of the tips below.
1. Deliver a One-Company Experience
During this time, you have to be relevant and unite your organization to improve your customer’s lives. After all, customer experience at its core is about #LEADERSHIP.
(Excerpt from my chat with my friends at @SweeneyAgency )#leadershipbravery #CX pic.twitter.com/5vzSdhTz8c
— Jeanne Bliss (@JeanneBliss) December 13, 2020
Don’t engage in fractured projects to address one customer concern or in response to a survey. Now is the time to unite and focus. Pick a few things that will benefit the whole organization versus every silo trying to get in their list. Use this time to determine three good things that you can do to improve the experience. A one-company focus paired with humanity is the secret recipe.
2. Be Honest with Your Employees
The other thing that we’re finding is that it’s really important to have fearless honesty with your employees. We’re all living in a world of, “What’s going to come next?” If you don’t communicate with your employees and/or your customers, they’re going to fill in that black hole. They’re going to surmise what’s coming next, or what’s happening to them. If you have a lot of worried employees sitting around, that vibe is going to pass on to your customer. It’s important to remember that what’s on the inside shows up on the outside.
3. Don’t Underestimate the Importance of the Hello and Goodbye
What people remember is the EFFORT to receive the service versus the actual experience that you deliver. All of this work is about the underbelly of the organization. All of it is about #LEADERSHIP. #leadershipbravery #lifelessons #employeeexperience #cx pic.twitter.com/hsdzgku6n0
— Jeanne Bliss (@JeanneBliss) December 15, 2020
The beginning and the end of an exchange is where you can find your big opportunities. How do you end a chat? What does your packing slip in a delivery look like? Think through the small details because they make a difference. Find ways that you can think outside of the box. This is especially important as more people are buying things online and getting shipments to their homes.
Be sure to check out previous blog posts in which I share more advice from other C-Suite leaders about how to navigate these uncertain times.