Page 9 - Warwickers Customers Count vflip2

10 TIPs 9 Grasp what technology can do for your customers experience – not as a 6 cost saving process but as a means for dialogue with them and making it easy for them to do business with you. Then look at it from a profit CUSTOMER EXPERIENCE BASICS perspective. Take the opportunity to build a consistent brand – align you internal 7 employee branding with your external brand. Consider behaviours, language, identity, environment and values from a customer lens and train employees to deliver the brand promise consistently. Hire your frontline employees based on your values and attitude, train in skills. Use appropriate channels for each audience – keep it simple - have a few 8 core channels that deliver the message effectively. Recognise some audiences do not have regular access/ or time to use a PC so mix your channels. Include social media and mobiles. Focus on doing each of them well, in a skilled and proficient way. Have a quality rather than quantity approach. TOP 10 TIPS 9 What would Google do – data delivers delights only if it is used well. Employ smart people to pay attention to the data in real time, gain insights and make sense of it. Then take action. This will revolutionise your business. Identify the metrics of success – as they are key for determining value. So 10 make it an integral part of your customer experience planning linked to 1. Aim for real business value by helping the organisation achieve its strategy and goals. Use quantitative and qualitative tools.