If you want your business to scale up as a customer-driven growth engine, you need to understand the customer experience competencies that I’ve worked for three decades to shape. Here’s a quick primer in conjunction with CX Week 2016.
Uber is a darling of the valuation world, but Lyft is fast becoming the darling of the customer experience world. How is that happening, and what does it mean in the long run?
Listening to customers is central to sustained, long-term bottom-line growth. (After all, they buy your products and services.) But how do you do it effectively?
Optimize the multiple sources of customer feedback to engage in active leadership listening. Get leaders and the organization to hear and respond to your customers’ stories, which builds your united one-company story based on the customer journey framework.
The customer listening path provides a constant source of customer feedback organized by journey stage. Leaders are able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data
Focus on customer listening by using a “one-company” customer listening path. You will get the real story of how your customers experience your business.
The customer listening path provides multiple sources of customer feedback that frequently point to the same issues and opportunities.
These calls put the voice of the customer into the ear of the executive. They can listen to the voice and the life, and understand the “why.”
Your customers unaided feedback provides real-time trending on issues as they are occurring.
Customer listening improves storytelling by gathering feedback from multiple sources & presenting information by stage of the experience.