I attended last years IQPC Customer Experience Management Conference in Sydney and thoroughly enjoyed the content. I learned a lot.
There were many great speakers. Many of them focused on the what – meaning that I learned about tools, measurements, successes through data collection and customer platforms, amongst other aspects. I was invited to this year’s conference, including the opportunity to be a guest speaker during the opening day. I wanted to set a challenge to myself and the attendees with a pitch more aligned to the ‘how’:
Accessing more data or modernising software and systems can assist issues such as those highlighted, however it is only part of the story. I have made the mistake previously on trying to improve CEM through the front-line employees – those who have direct contact with our customers. Whereas it is possible to see success at individual employee level, the messages and learning must be reinforced by leaders and through what they were being measured on. I have learned that a bottom-up approach for providing great customer service only takes you so far.
• 86 percent will pay more for a better customer experience.
• 89 percent of consumers began doing business with a competitor following a poor customer experience.
None of this would be a big surprise to many of you, I am sure. But, they are good reasons for us as business leaders to focus on improving our customer experience.
A genuinely effective customer experience approach requires a top-down strategy based on broad and extensive cultural change.
- What makes a memorable experience that causes consumers to stick with a brand?
- How do we make our customers feel?
- Leadership @Customer Experience Management Conference
- 11 Key Leadership and Customer Experience Mantras
- Great Leaders Double Profits and Customer Satisfaction (trainingmag.com)
- First Global Business Customer Experience Management Benchmarking Study Results Published (prweb.com)
- Customer Experience Management Benefits With Social Media (mysteryshoppingexperience.wordpress.com)