Quick wins
It needn’t take months to begin to an impact on experience. Start today
with H2X quick wins…
Genuinely serious about customer experience? Ready to discover what it might mean to you and where to start? If so, we’ll run a free ½ day workshop. All you need to do is to get a senior cross—functional team together.
The difference is experience…which is why we believe you should experience the difference before you commit to a major programme.
Top brands know what keeps customers happy. Here are ten examples of the most effective strategies influencing customer attitudes today. Now the key question: are there any here your organisation genuinely delivers?
1. Deliver the basics consistently
Get the fundamentals right. Make sure statements and bills are accurate, meet any promises you make. Exemplar brands: Fedex, Tesco
2. Resolve problems/queries positively on first contact
Don’t pass the buck. Empower staff to deal with issues decisively.
Exemplar brands: Rolls-Royce and Bentley, First Direct
3. Recognise the customer appropriately
People are human. Understanding their needs and recognise emotional motivations.
Exemplar brands: Amazon, British Airways
4. Make a personal connection at the point of contact
Customer facing skills are key. Don’t hide. Don’t ignore. And don’t be aloof.
Exemplar brands Gap, Richer Sounds
5. Spot the little things that make a big difference
Little, low/no cost changes can make a huge difference.
Exemplar brands: British Gas: removing shoes when entering a home; Disney: staff that smile
6.Deliver a distinct experience that echoes the brand
Don’t be bland, amplify your advertising with real experiences.
Exemplar brands: South West Airlines, HBOS
7. Engage customers through random acts of kindness or fun
When were you last pleasantly surprised?!
Exemplar brands: El Al, Ritz Carlton, South West Airlines
8. Involve customers - make them care
The deeper the involvement, the more committed customers become.
Exemplar brands: Saturn, Coke, Intel
9. Create a leading service delivery model
Understand what customers really want. Be first. Be different. Be bold.
Exemplar brands: Tesco, Virgin Atlantic, Amazon, Dell
10. Nurture committed staff who believe in the brand
People buy people. Customers know when it’s real and when it’s not!
Exemplar brands: Richer Sounds, Prêt a Manger, REI
There are many facets to a customer experience programme. Every organisation will have different issues and needs, but there are ‘are 5 Must dos’ that should guide any planning process:
1. Bring the Current Experience Alive
Find creative and financial ways to bring home both the pain of the current experience and the opportunity if it is improved.
2. Ground the Vision
Establish a Blue-Print. Be clear about what the organisation is trying to achieve, what role the experience plays in these goals and what the barriers are to its achievement. Paint a picture of what the future might look like and get the senior team to sign up to the direction.
3. Mobilise the Organisation around priority Customers and Journeys
Carefully determine where maximum impact can be attained for customers, employees and the business. Set up a cross-functional team to map these touch points and journeys and determine detailed solutions.
4. Fix the Basics and deliver quick wins
Remove the obstacles first and get the basics right. If you can’t do this, recover service brilliantly. Ensure that you find some dramatic symbols of change that make a difference to customers and really attack existing beliefs.
5. Enable your staff to deliver
Focus on the elements that prevent staff delivering the experience you want and remove them. Review and change metrics to encourage what you want. Involve and engage staff in designing solutions.
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| H2X quick wins |
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| The 5 Must Dos Five 'musts' for any customer experience programme.. |
| Free 1/2 day workshop Just add your cross functional team.. |
