Don’t Forget To Listen To Your Employees And Their Ideas
Remember to also listen to what your employees have to say and what their take on your customer experience is.
Front-line employees, AKA the people who directly interact with your customers, are probably those who understand the issues in the customer journey the best, and may have valuable ideas that you would never even be able to dream up. This means they will also be able to help you with your customer experience strategy.
Make sure that your employees can be honest about their thoughts and opinions on the matter. The relationship between customer experience and employee experience cannot be ignored, and there are numerous examples to prove it.
Some concrete ways of involving your employees in your CX process:
Have predefined, clear goals
It’s important that your employees understand what aspects of the customer experience should be worked on. If they do, your employees will have a far better opportunity to actually pay attention to these aspects and work towards your goal.
A clear goal is something that can be sought and measured easily, for example, improving your Net Promoter Score by a certain amount in, say, the next 6 months. We’ll look at different ways of measuring your CX later, so stay tuned!
Offer them open data and access to all qualitative feedback
Your employees should have access to this data to fully understand what kind of actions need to be taken in order to improve the CX of your company.
Empower your employees to do right by your customers
Employees need to have clear instructions on what kinds of steps they can take to ensure the best possible customer experience. For example, what kind of amounts can be reimbursed in what sorts of situations without asking their supervisor first.
This is to ensure that reaction times are quick and that the managers of front-line employees don’t end up becoming bottlenecks blocking the best possible customer experience.
Ritz-Carlton hotels famously budget a total of $2,000 per customer for customer experience. The employees are trusted to use their judgment, and it’s a great example of letting employees actively take part in improving customer experience.