Every January carries the promise of new beginnings, fresh starts, and high hopes. For many of us, this is a time of committing to specific resolutions, aimed at making us better leaders.
That’s all well and good. But this year, after the year we’ve just had, I’m hearing a lot of folks say that the whole New Year’s Resolution exercise seems like it’s just too much.
I get it. That’s probably why Alan J. Porter’s recent article struck such a chord with me. He suggests that, as CX leaders, we approach this year through the lens of six simple concepts:
You can read the article below. As you and your CX team navigate 2021, you may be exploring ways to improve CX. If you’d like to know how Skybridge Americas can deliver superior experiences to your customers, please reach out, we would love to talk!
6 Words for Customer Experience Leaders to Keep in Mind
By Alan J. Porter
I recently spent some time rereading various articles and blog posts I’ve written over the last five or so years on the subject of the evolving customer experience. It can be interesting to revisit your ideas, thoughts and observations on a topic and discover which ones have evolved, and which ones have stood the test of time.
One thing that struck me was how half a dozen words popped up on a regular basis, even though the articles were written over a five-year span: holistic, frictionless, seamless, flow, questions and tasks.
As we move forward into 2021 and beyond, these six words can provide a guideline for those of us in customer experience leadership positions, especially when thinking of ways to innovate and deliver the optimal experience for our customers.
Let’s take look at each word in a bit more detail:
- Holistic:A holistic viewpoint expresses the idea that systems should be viewed as a whole, not merely as a collection of parts. In terms of the customer experience this means that you need to develop an empathic approach and understand that, from the customer’s perspective, every interaction is with one company or brand, not with disparate systems within that company. Customers don’t look at your company as different functional silos, and neither should you. The customer experience should be designed, implemented and managed so that every part interacts with the next to deliver a complete experience at every stage of the customer’s journey.
- Frictionless: That journey should be achieved with minimal difficulty; in other words, it should be as effortless as possible. Friction in the experience just causes irritation and dissatisfaction.
- Seamless:To be fully effective, you need to provide a customer experience that combines many different experiences, processes, and systems in such a way that customers won’t encounter any obstacles as they are passed from one system to another.
Senior Vice President, Sales and Marketing
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