Page 41 - Warwickers Customers Count vflip2

service 41 Create a culture Collaboration Customer experience practitioners are adept collaborators. Most organisations won’t have the luxury of large team dedicated to planning, managing, and improving the customer experience. Most customer experience teams are small, often less than CUSTOMER EXPERIENCE 5 people. That means relying on others to help bring the vision and strategy to life. The politics of change are constant and stressful. Collaboration helps mitigate challenges introduced by change. Collaborating with others to achieve similar goals helps even more. Pragmatic Thinking Trade-offs are a way of life. There’s not enough money. There aren’t enough people to do the work. Not enough time. We can’t always get what want and sometimes, a proposed strategy isn’t as practical as theorized. Adjustments are required. Making huge jumps forward in the quality of customer experiences are great, but the journey SERVICE CUL for customer experience excellence is often completed just a few yards at a time. Stick to the plan, but don’t feel like making trade-offs means you’re losing or falling behind. Being realistic will help you move forward. TURE Empathy Being customer centric means understanding your customers. Understanding your customers deeply means empathizing with them. To do so means putting yourself in their shoes. Empathy is really the basis for all customer experience work and in my opinion, the most important of the five characteristics of a great customer experience culture.