How your company takes action and how you stitch the actions together makes a huge difference for the front line.
You need to know if there is a chasm in perception of commitment and action as you move forward in the customer experience work.
Here’s a mini reality check audit. Read the statements and determine how strongly you believe the action is successfully executed: Never – 0. Sometimes – 1. Usually – 2. Always – 3.
The statements are the actions to undertake if you are serious about managing customer profitability as part of the regular course of your business.
- The front line has clarity on the role they play in delivering the customer experience.
- Service values are well communicated, understood, and translated to performance standards and in objectives.
- You regularly listen to frontline personnel to understand and remove the barriers they face in service delivery.
- Customer feedback and skill coaching and development are provided to elevate service.
- The front line receives the tools that enable them to have the most efficient and effective interaction with customers.
- Customer contact personnel are able to identify high-priority customers during their service interactions.
- Customer data connecting all of the customer interactions are provided to customer-facing personnel so they can manage and understand the comprehensive customer relationship.
- Service providers participate in the development of the customer experience.
Take Action:Three Actions to Help Build Reliability into Your Experience Is it a Reliable Experience or Experience Breakdown?