Is Poor Customer Experience Person-Related or Policy-Related?

Odds are, it’s a bit of both, but there are ways to change course. February 13, 2020 5 min read Opinions expressed by Entrepreneur contributors are their own. When thinking about customer experience, many organizations fall into the pattern of believing that if they just hire friendly people and provide customer-service training, they’ve got it covered. But a poor customer experience comes from failing to meet evolving customer expectations, and that failure can come from anywhere in the organization —customer-facing or not.  In a customer-centric organization, the customer experience is not left to chance. It is deliberately designed by examining the entire customer journey and removing all points of friction along the way. To accomplish this, organizations need to examine both people and company policies in order to generate alignment between them. When Poor Customer Experience Is Policy-Related Outdated policies can put an organization at risk of falling behind or […]

Read more

Does Your Company Culture Lead to Happy Customers?

January 31, 2020 5 min read Opinions expressed by Entrepreneur contributors are their own. Treat people in your organization better than you want them to treat your customers. This startlingly simple statement can mean the difference between success and failure of any initiative you take to improve the customer experience and become customer-centric. The link between employee experience and customer experience is obvious: if the employee experience is generally poor, employees won’t care much about the customers — or the company. Conversely, IBM found that if the employee experience is positive, and people feel valued and happy, they will care much more about the customer experience and be proud to work for the company.  Related: 10 Examples of Companies With Fantastic Cultures The two concepts closely mirror one another: just as the customer experience is the sum of every interaction customers have with the organization throughout the customer journey, the employee experience is the sum […]

Read more

How to Empower Your Employees to Be More Customer-Centric

A five-step plan for ensuring teams take the reins on consumer relationships. January 18, 2020 5 min read Opinions expressed by Entrepreneur contributors are their own. Customer centricity without empowerment is like a power-generating dam without water — you must have both to achieve the desired result. Empowerment taps into the potential of a human being to do more than what is typically defined by their job description. Empowerment allows that individual to take initiative, to show courage, to speak up and to make things better. Also, it allows them to act as capable adults, not machines on a prescribed path.  When employees are empowered, organizations can adapt, flourish, respond immediately to outside forces and identify key factors it would never have known about before they become problems or issues. This type of organization allows its people to focus on the customer experience in a way that cannot be achieved with standard customer-service policies and […]

Read more

The Moving Target of Customer Expectations

As consumer needs and wants evolve, so must your business. December 20, 2019 5 min read Opinions expressed by Entrepreneur contributors are their own. There is a significant disruption happening in organizations. Rapid digital innovation has launched a dramatic shift in customer expectations, and it is no longer enough to offer a great product or service. Customers are demanding simple, seamless experiences from the companies with which they engage. The corporations that are winning in this new landscape are the ones taking a close look at every component of their business and then shifting their focus from the needs and wants of the organization to the needs and wants of the customer. Often when people think about the customer experience, they think of it in “internal” terms. They ask themselves how their organization wants to be seen, how they can deliver their product or service, and in what ways the […]

Read more

Customer-Centricity Is the Key to a Competitive Advantage

If you want your business to stand out, prioritize the consumer experience. December 13, 2019 5 min read Opinions expressed by Entrepreneur contributors are their own. While it has always been important, customer experience is quickly becoming an essential component to secure a competitive advantage in today’s marketplace. In fact, a widely cited study conducted by Walker predicted that the customer experience would overtake both product and price as the key factor in customer decisions by 2020. And you only have to look at any online-review site to know that this prediction is already coming true.  It will be the companies that implement a deliberate strategy to create and manage the customer experience who connect with today’s empowered purchasers. Remember that the customer experience is the overall impression of your company, and it’s made up of every single interaction they have with your brand, whether you know about it or not. The […]

Read more