Happy Customers are a Myth Today!
When it comes to providing exceptional customer experience (CX), organizations rate themselves as the topmost contender. But the reality seems to differ a lot. Well, the most important question is – Do customers love to complain or is it a part of their hobby?
The journey to effective customer experience can be tough for organizations, especially for those who have not made CX as their strategic priority. As CX is the basic epitome for any customer-centric initiative taken up by organizations, it becomes relevantly important to understand the potential benefits and threats surrounding it.
Here are four deadly sins that every customer-centric organizations must avoid to remain ahead in the CX game:
Disjointed Processes: Organizations have to serve customers via many different channels. To achieve this objective, they have overtime created multiple applications which work in silos. These applications are mostly disjointed and not synchronized, leading to poor customer experience. What becomes more challenging is the lack of a centralized communication strategy that bogs down the capability of these organizations to deliver consistency across channels. Thus, before taking any new CX initiative, these organizations must ensure to get rid of the internal silos and disjointed processes.
Myopic Goals: Organizations these days enter a transformation phase without having the real vision to improve customer experience. In such a scenario, leaders often prioritize the wrong set of goals which do not have any impact on the customer experience journey. Some of the most important business objectives that leaders can put on their priority list are – customer retention, customer satisfaction, cross-sell and upsell opportunities. These objectives will allow businesses to evaluate their effectiveness of CX strategy to convert into favorable business outcomes which will be quantifiable and measurable.
Legacy Platforms: Customer experience journey is unique but when it comes to creating an ideal one, organizations usually fail. This is majorly due to the traditional methodologies or legacy platforms which have held them back from innovating. Moreover, multiple data sources, disintegrated solution patches and the inability of these platforms to integrate with other systems have made it difficult for organizations to timely fulfill the customer’s needs. Thus, adopting an agile technology that integrates with existing legacy setup and complements it with the advanced capabilities is the best possible solution that organizations can look for.
Unidirectional Communications: Successful organizations are already aware of the fact that the key to great customer experience is a two-way approach in business. To understand this well, leaders have implemented and understood the importance of proactive communications at different stages of the customer lifecycle. Having the customer’s data handy can help organizations cater to their needs and provide them with personalized experiences.
These were the few customer experience sins that organizations need to avoid in 2019. Let me know if you are aware of anymore.
To know more about amplifying your customer experience, visit: https://fci-ccm.com/