As Customer Experience (CX) leaders, we are in a position to build extraordinary CX programs that inspire and motivate our organizations to deliver an outstanding customer experience. Here are a few suggestions to get you started thinking about how you can shift your CX program from Ordinary to Extraordinary:
Use surveys as a means to validate customer pain points. Once validated, leverage operational metrics or transaction surveys as a means for tracking progress on related initiatives.
Use “big data” to analyze events that are likely to result in a dissatisfied customer. Apply this in an automated way to proactively alert account owners of impending customer issues.
Instead of only tracking survey scores, track actions that the organization is undertaking to improve customer experiences and the resulting ROI.