6. Details of the customer’s experience
I have worked with customer experience surveys since forever. In truth, since my second internship, still in college. I strive so that surveys are applied in the right moments and I know very well the benefits they bring.
But today I wanted to write to you about something that surveys will not bring to your company. I wanted to talk about attention to detail. That and how to ensure that the team is delivering the experience you’ve drawn.
We’ve already addressed power to the edges and you are all familiar with what I think about process rigidity. I don’t believe it is the way, however, some rules are optimal and respect the brand’s identity.
Details such as: we always call the customer by their first name, we always wish “a good day” in our emails, everytime our customer enters our store we must offer a coffee or a beer… are great examples of how the customer’s experience is composed of many details which may not even draw attention but are fundamental pieces of the delivery.
I’ve recently taken a lecture under Vinicius Nogueira about these details and how to monitor them.
He showed me how following in on these details is capable of predicting what will be the general customer’s perception within a few months. How these details are like a thermometer of the team’s dedication to the customer’s experience on the edge.
Reflecting on this subject I’ve arrived at a question.
When was the last time you were your own company’s customer?
It is only living through the complete journey that several details will show up. I have seldom seen a customer complain that a salesperson did not call them by their name or that they did not feel welcomed enough.
You, by having drawn the customer’s journey and through knowing the identity of the brand are the right person to dress the customer’s hat and try out your own company.
But you are only one person, it would be impossible to buy your own services or try out your own products several times. That is why it is important to train your team, everyone of the employees in your company, so that they may help in this work and bring their own sentiment and learnings about the customer’s journey.
Your entire team can be trained for that, to do the work of an occult client within your own organization and measure exactly what should be delivered by the operation, reporting to the leaderships what is compliant or not. It is a work that brings impressive results, following the operation up close from the customer’s view.
The other path is to stimulate a culture where this naturally takes place. Teach your employees which details they must heed when purchasing our hiring the services that they themselves offer. Provide a channel where they may point out the experiences they’ve had. If you show that this channel takes real action and is not there for any kind of retaliation, you’ll have in your hands a valuable source of insights about the CX you’re offering.
I myself am taking a deep dive into this subject. Are there tools to help? I’m still researching…
But I’m always open to help, if you’ve tips you want to share, call me, let’s talk about?
Originally published at https://www.linkedin.com.
