Post by account_disabled on Mar 5, 2024 10:56:21 GMT
Give employees tools to share their opinions about the customer experience. Provide as much information as you can about your customers' current knowledge. Make sure your definition of customer experience (and related terms) is clearly communicated and agreed upon. Initial training is important to lay the groundwork, but if customer experience training is only given once, it's easy for employees to move on and assume that customer experience isn't really their job. We recommend training in the basics, such as: what is customer experience and why is it important? What actions are taken at the organizational level to gather information, understand insights, and take action to continually improve the customer experience? What is the role of employees in the overall customer experience picture? It is also important to highlight what successful experiences provide to the organization. Customer experience doesn't exist in a vacuum: help employees understand the power of referrals, retention, renewals, and reducing service costs in the big picture. Looking for a tool to help you define this? Our cx success statement workbook can help you. 3. Break down the topics. All employees can benefit from repeated, ongoing training on ways to deliver a satisfying customer experience, and ongoing training cadences can be achieved and optimized by understanding the employee journey. Consistency in training sends a message. Customer experience is not a “fad” or something that is mentioned in passing.
Cx is a real part of the organization's culture, and is a business strategy to achieve organizational success for everyone. We recommend partnering with your internal communications team if possible to incorporate a consistent message across the organization. One approach that can be taken is to address a small part of the customer experience each month. Help everyone in the organization relate how their role contributes to the customer experience. For example, you could create an educational and communication calendar cycle to reinforce the themes: dashboards: what they mean and how to understand them how we collect comments empathy: how we show ourselves to Buy Bulk SMS Service others and our clients our customers' journey today our customer's journey tomorrow how to use cx best practices, such as journey maps and service blueprints, to develop better experiences cx calculations: how great cx reduces costs and improves profitability our cx mission and how it applies to each function the list can go on and on. The goal is to reinforce specific big-picture ideas (this is how we do business) with individual learning opportunities. 4. Get into individual roles and responsibilities while the above topics can apply to everyone, each role has unique opportunities to influence the customer experience. Work with department leaders to focus on what each group needs. Customer-facing teams are the most obvious here, but challenge others to develop specific training around their roles.
For example, customer service and customer success could have training plans around specific service situations, such as dealing with unhappy customers or renewal conversations. These should fit into the broader themes and still be seen as connected to cx training, not just generic “service training.” but what about your technology team? What do they need to know about the customer experience and what training should be ongoing? They would benefit from training around the customer journey, as well as how customer expectations are changing based on the broader market. They often welcome conversations about their aspirational customer journeys and how to better align technology goals with them. Restaurant delivery service doordash uses a corporate “wedash” program to help everyone in the organization understand their customer impact. This program requires each employee, regardless of department or function, to make one delivery to one customer per month or shadow a customer service representative. The goal is to ensure the entire organization understands the driver and customer experience. Other organizations have similar programs in which employees are asked to “walk in the shoes” of the part of the organization providing the service. These training programs can be very successful, you just have to make sure that you also provide a way to act on the learnings as part of the strategy. 5. Host a cx day more than once a year.