Page 4 - Warwickers Customers Count vflip2

4 This useful little fact book is about doing more of the right things and developing good habits. It dips into strategy and tactics for great customer experiences and service. It aims to be food for thought, provide maps to get you thinking differently, asking more questions and taking action to put the customer experience firmly on your business agenda. Think big thoughts – how could you business utilise customer experience in a more CUSTOMERS COUNT strategic way to help deliver your business agenda? Who owns the customer experience and how do you pull it all together in line with your brand? Are leaders and managers equipped with the training and support they need to work together effectively on the ground? What are you willing to invest in time and resources? How are you going to measure your return on your investment (ROI)? With the technology/ social media revolution the customer is in control. The number of channels you need to monitor is growing exponentially and the pace of change will speed up especially with smart mobile technologies. However, in return, customers are providing you with so much data and opportunities for dialogue to INTRODUCTION understand their needs and wants in ways to really drive your strategy – but only useful if you are smart in how you use the data. It can seem really complicated, but with a clear customer experience strategy to focus your efforts it can be simple. It involves B2C and B2B – is this an opportunity or threat for your business? ACTION: Seek to identify 6 things you can start or stop doing, as a business, as you work through the guide?