Bruce Tempkin of Forrester and the Customer Experience Matters blog has gift-wrapped a nice little stocking stuffer in the form of "Customer Experience Resolutions". They are:
- We shall focus more on our customers and less on ourselves
- We shall get to know more about what our customers really need
- We shall formalize a voice-of-the-customer program
- We shall incorporate personas in our experience design processes
- We shall clearly define our brand in terms of promises to customers
- We shall judge every interaction on how well it fulfills our brand promises
- We shall engage front-line employees in improving customer experiences
- We shall get the executive team to collectively own the customer experience
- We shall establish a multi-year journey towards customer-centric DNA
- We shall give customer experience the attention that it deserve
It's a great list. I would add one:
- We shall revive a company culture who's core purpose is to serve people.
That's the foundation of it all. Great experiences that are customer/people-centric are extremely hard to achieve. If you are working for a company that doesn't have a culture of customer-centricity baked into it, then it will be difficult to achieve any of these goals. If your company never had it-you will have to figure out how to build that culture. If you had it and lost it-you'll need to "revive" it.
You can hire all of the customer-centric consultants that money can buy. But at the end of the day, the best results come from a culture focused on serving people. In this case, the people just happen to be customers.
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