Customer Experience Strategies, How and Why

Question: When should the Titanic have started turning to avoid sinking?

Much sooner.

The Titanic was too big to turn quickly and the same applies to companies as they grow larger. Changes become slower, harder, more costly, timing consuming and disruptive when policies and procedures need to change.

Adopting a customer experience strategy, preferably at start-up as part of your business plan is essential to building and maintaining a customer focused culture. Its impossible to deliver an exceptional customer experience without a customer driven culture.

The larger the company grows without a formal or stalled CX Strategy , the more effort, time,  and money it takes to reverse the mindset of employees  and the profit killing effects of bad customer experiences. Continue reading “Customer Experience Strategies, How and Why”

Be the Chief Hug Officer and Hug Your Customers

 

Have you ever seen an angry customer who becomes even angrier because they’re not getting what they want? It’s an emotional storm, a tornado that pulls everyone into its funnel, including  any customers who are watching.

Those watching feel awkward and just want to leave … not a good thing for your business or an exceptional customer experience . The angry customer may have started out rational but has lost control of their emotions and more often than not, it is company policies that turn them and the situation into this nightmare. Continue reading “Be the Chief Hug Officer and Hug Your Customers”