Every year hundreds of CX and marketing professionals like you take the survey to help the industry gain a better understanding of the trends of CX.
Share your insight on the future of CX and gain early access to our latest report on “Future CX Outlook in 2024” all by simply completing a short 10-15-minute CX Survey. This report will give you a global overview of the CX industry and where it is heading.
By completing the survey before February 29th (P.S. Extended to March 3rd!), you will gain instant free access to CX Academy’s most popular course, Customer Experience 101. Once the report is published, you will gain free early access to the “Future CX Outlook in 2024” report where you’ll be able to compare your position to your industry peers.
You may participate in the survey by filling out the form below, and we’ll then email you the link to the survey. This report is created in cooperation with CX Forum and CX Academy.
Your employees are one of the biggest creators of your customer experience. They make your customers smile or churn, but too often it happens that they don’t care… So how do you make your team genuinely care about customer experience?
At this webinar, we will discuss how to transform company culture to ensure that your customer support agents, cashiers, store managers, and everyone on your team consistently deliver outstanding experiences to your customers. In today’s competitive landscape, exceptional service is not just a differentiator; it’s a necessity.
Join us for an insightful session with two CX experts from Happirel, Sarah Karlsson and Izabella Hammar, and explore new strategies on how to empower your team and prioritize customer happiness as a top goal.
In this webinar you will learn:
Discover the impactful difference it makes to have team members who truly care about your customers
Building a supportive culture with employee empowerment
Actionable steps to transform mindsets into truly caring
Izabella, with extensive experience as the CEO of HappiRel, brings a wealth of expertise in establishing and enhancing customer service. She is dedicated to fostering happy relations by leveraging her proficiency in technology, workflows, and cultivating a customer-centric culture.
SARAH KARLSSON CX Consultant at HappiRel
With extensive experience in customer service and a proven track record in addressing diverse challenges, Sarah excels in managing projects and delivering impactful workshops. Her expertise, honed through working with numerous clients, makes her a key player in guiding companies towards exceptional customer service.
In today’s business landscape, customer-centricity is essential for success. Take a moment to reflect: Are you genuinely attuned to your customer’s voice in every aspect, from your daily operations to your marketing, sales, and compliance?
As businesses globally navigate the challenging economic landscapes impacting consumer buying behaviour, voice of customer (VoC) and customer experience (CX) transformation are not just buzzwords but essential components of customer retention and growth. When consumers buy goods or services, they are far more likely to buy them from a company that is attuned and responsive to their wants, needs and likes along the journey.
The pillars of success
Explore the pillars of success, recognising that change management, technology, and a culture of continuous improvement are crucial considerations for building operational efficiencies and supporting customer-centricity.
It’s not merely about having the best software or technology; it’s about strategic implementation, active engagement, and accountability.
True change, especially that which fosters a culture of feedback and continuous improvement, requires a comprehensive strategy involving everyone within the organisation.
Initiating VoC vs CX change management
It’s commonly misunderstood that starting with VoC data collection is the best approach. In reality, the path to CX excellence should begin with a thorough change management plan. This plan should clearly define roles, responsibilities, timelines, objectives, and strategies for business process improvement and customer-centricity. By starting with change management, organisations establish clear expectations from their team, which helps address potential VoC implementation challenges and leads to faster VoC maturity.
The pitfall of listening without connecting
These sources may be siloed and a barrier to a comprehensive view of the customer journey and experience. This lack of connection represents a missed opportunity to tap into collective wisdom and streamline efforts across teams and data sources.
The role of technology in change
Technology is undoubtedly a powerful enabler of change, but it should not be mistaken as the sole driver. It can assist in streamlining processes, improving communication, and enhancing data collection. However, technology alone won’t create a culture of CX feedback and continuous improvement. It merely supports and facilitates the broader change journey.
Building a CX culture
To build a sustainable culture of feedback and continuous improvement, we must understand that it’s not a one-time initiative or a “set and forget” process.
Instead, it should be part of your team’s DNA and daily activities. Every member of the team, from leadership to frontline staff, plays a role in this cultural shift.
In the journey toward customer-centricity, you will inevitably face numerous challenges, and the implementation of a robust change management strategy is the compass that steers organisations away from potential pitfalls, ensuring that minor issues don’t escalate into major setbacks.
Here are five tips to guide you through this transformative process:
Build awareness and understanding – Ensure that your organisation recognises the significance of customer feedback, especially if it’s a new practice. Communicate feedback’s role in continuous improvement via a well-crafted plan to engage all stakeholders and include repetition of messaging so that the implementation sinks in and gives staff enough time to discuss any concerns they have.
It’s a team effort – Engage every team member in your customer experience program, emphasising that their opinions matter. Create cross-functional teams and have leadership acknowledge their importance, making it clear that it’s everyone’s responsibility to build better experiences.
Highlight both good and bad feedback – Strive for a balance between positive and negative feedback to maintain an authentic view of your customer experience. Celebrate excellent experiences to motivate your team.
Share your early wins – Share success stories to gain internal alignment and emphasise the importance of customer experience. Incorporate these stories into your communications both internally and externally.
Make customer feedback a matter of priority – for everyone. Prioritise feedback collection across your organisation, gaining essential insights and fostering a culture of improvement. Review feedback in leadership meetings, focusing on transparency and in-depth analysis.
These key points will serve as your compass as you navigate the transition towards a customer-centric organisational culture.
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