Page 11 - Warwickers Fresh Ideas Book vflip3 2015
P. 11
CUSTOMER EXPERIENCE
6 Grasp what technology can do for your customers
experience – not as a 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 perspective.
Take the opportunity to build a consistent brand – align
7 your internal 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 to communicate with each
8 audience – keep it simple - have a few core channels that
deliver your 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.
What would Google do? – data delivers delights only if it is
9 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.
10 Identify your metrics for success and how you will measure
– as this is key for determining the value you are adding.
Make it an integral part of your customer experience
planning linked to your outcomes. Aim for ‘real’ business
value by linking it directly to the organisation’s strategy and
goals. Use quantitative and qualitative measurement tools.
11
6 Grasp what technology can do for your customers
experience – not as a 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 perspective.
Take the opportunity to build a consistent brand – align
7 your internal 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 to communicate with each
8 audience – keep it simple - have a few core channels that
deliver your 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.
What would Google do? – data delivers delights only if it is
9 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.
10 Identify your metrics for success and how you will measure
– as this is key for determining the value you are adding.
Make it an integral part of your customer experience
planning linked to your outcomes. Aim for ‘real’ business
value by linking it directly to the organisation’s strategy and
goals. Use quantitative and qualitative measurement tools.
11
