Continuing from our last post, where we explored the first five strategies to breathe new life into your Customer Experience (CX) program, this second part offers five more ideas to ensure your CX efforts remain relevant, engaging, and impactful.
6. Rebranding Competition
A CX program with a clear identity can significantly enhance its visibility and engagement within the organization. If your program has started to blend into the background, consider rebranding as a way to generate buzz and reinvigorate interest.
- Identity Check: Does your CX program have a distinct identity that resonates with the organization?
- Rebranding Opportunity: Align rebranding with other changes to perform a mini “re-launch”
- Crowdsourced Ideas: Engage your staff by running a naming competition. Offer a small prize for the winning idea, which can drive further engagement and a sense of ownership.
7. Customer Journey Mapping
Surveys are vital, but sometimes it’s essential to step back and look at the bigger picture. Customer journey mapping is an excellent tool for putting your organization in the customer’s shoes.
- Empathy Building: By having key department leads walk through the customer journey, they can better identify and address pain points within your processes.
- Problem Identification: This exercise helps uncover hidden issues and fosters a renewed customer-first attitude.
- Process Reawakening: Journey mapping can reignite attention to customer feedback, ensuring it remains a central focus of your CX strategy.
8. Reporting Refresh
Your CX program’s success hinges on how effectively it communicates data and insights to various stakeholders. A reporting refresh can ensure that your tools and dashboards remain relevant and user-friendly.
- Role-Specific Dashboards: Revisit reporting roles and dashboards to ensure they align with the needs of each persona within your business.
- User Feedback: Conduct a survey to gather end-user feedback on your CX platform, then hold reporting improvement workshops to map out user needs and how they match with new features and functionalities.
- Simplification: Sometimes, less is more—especially for operational roles. Simplify dashboards where necessary and launch new functionalities to replace outdated ones.
9. Financial Linkage
One of the most powerful ways to demonstrate the value of your CX program is by linking customer metrics to financial outcomes.
- Financial Data Integration: Import financial data, such as account revenue or basket size, into your CX tools. This helps users see the direct impact of CX on the bottom line.
- Linkage Project: Conduct a financial linkage project to determine the cost of detractors and estimate the financial benefits of improving scores by specific points.
- Quantifiable Value: By putting a financial figure against customer metrics, you can make a compelling case for continued investment in your CX program.
10. Give Employees a Voice
Employee engagement is crucial for the success of any CX initiative. Boosting collaboration and giving employees a voice can lead to innovative solutions and a more empowered workforce.
- Crowdsourced Problem-Solving: Engage teams in brainstorming sessions to improve training, meetings, systems, and processes. This can also extend to employee well-being initiatives.
- Implementation of Ideas: Empower your workforce by implementing the best ideas sourced directly from and voted on by employees.
- Feedback “Listening Posts”: Set up these posts to allow employees to input customer feedback directly into your system, fostering a Voice of Customer Through Employee (VOCE) approach.
With CX as a whole now in a mature stage for most companies, it is important to refresh every now and then. Selecting a few of these strategies every couple of years should help keep things fresh!