Customer experience leaders have consistently pointed to “taking action” as one of their greatest challenges. Here are some tips to consider when taking action:
Don’t over-complicate improving the customer experience. Yes, our companies are large and driving change can take time, but don’t underestimate the grass roots nature of individual actions.
Take the time to document the actions that are taken…even if they seem small. A lot of driving change is about momentum and if you can demonstrate a groundswell of action, more people are likely to get on board.
Inspire your organizations! People are more likely to be involved in a cause they believe in. Too often employees feel like feedback collected from customers is going to be used as a punishment. This leads, of course, to reticence to get anywhere close to a customer feedback initiative. Make sure that employees understand that you are all in it together.