Company News • 18.07.2019

5 essentials for customer experience leaders

Gather customer feedback and analyze it

Customer experience is fundamental to your business and needs to be in your company’s strategy.

However, CX leaders are challenged with what it means to spearhead these efforts. To improve their influence, and subsequent results, CX leaders can start by grasping and implementing these five key essentials:

Supplier
Logo: HappyOrNot

HappyOrNot

Innere Kanalstraße 15
50823 Köln
Germany
Graphic of male figure looking with binoculars; copyright: HappyOrNot...
Source: HappyOrNot

By asking and learning what your customer is trying to accomplish, you are better prepared to design a customer experience that will connect with and be memorable for your customers.

Graphic of two male figures, one in a spotlight, both with hands stretched out...
Source: HappyOrNot

Understanding your customers’ needs will help you know what they expect you to deliver. Facilitate customer interactions to gather feedback and suggestions to improve, and enable interactions between employees and customers to identify their successes and challenges.

Graphic of male figure examining a cloud with a magnifying glass; copyright:...
Source: HappyOrNot

How do you know if you’re making continuous improvement to your customer experience? You need to ask your customers! Setting up a Voice of Customer (VOC) program (for example, by putting a CX data insights tool into use) will help you to continuously collect customer feedback and shine light on how well you’re really performing, and where you still need to improve.

Graphic of male figure collecting rain with a tub; copyright: HappyOrNot...
Source: HappyOrNot

It’s commonly stated in business articles, “If you can’t measure it, you can’t improve it.” We like to take this one step further by including the importance of understanding what you measure and testing change outcomes. Using a CX data insights tool to collect customer feedback helps you identify your starting point, track performance results over time, and uncover problem areas. When you know where you need to focus, you can test changes and see their impact on CX.

Graphic of male figure watering plants with a watering can; copyright:...
Source: HappyOrNot

Integrating CX driven KPIs, such as customer satisfaction, churn rate, retention rate, etc., enables every department and every role in the company to see and understand how enhancing customer experience has a positive impact on these metrics – helping to achieve company’s CX goals!

A CX-based operational model transformation doesn’t happen overnight, however, by building a solid understanding of why it matters to your business, and how to implement these 5 essentials, your company will be well on its way to becoming a CX leader.

Author: Kirsti Laasio, CXO, HappyOrNot

related articles:

popular articles:

Thumbnail-Photo: Online channel may not be the savior clothing retailers hoped for...
13.04.2020   #online trading #e-commerce

Online channel may not be the savior clothing retailers hoped for

Closing distribution centers for employee safety

Since the UK Government enforced stores to close for the foreseeable future, many non-food retailers hoped that customers would divert spend onto their online channels. However, last week, Next – the UK’s third largest clothing retailer ...

Thumbnail-Photo: German prestige beauty industry generates 3,2 billion € in sales for...
14.04.2020   #online trading #brick and mortar retail

German prestige beauty industry generates 3,2 billion € in sales for 2019

Sales are driven by skincare and fragrances

The sales of beauty products sold in the prestige beauty market generated 3,2 billion € in sales during 2019, according to The NPD Group. Within the five largest countries for sales of prestige beauty products in Europe, which are tracked by ...

Thumbnail-Photo: AfterPay: Survey on the shopping behaviour of Germans...
20.07.2020   #online trading #e-commerce

AfterPay: Survey on the shopping behaviour of Germans

German consumers will make a larger share of their purchases online in July

AfterPay Insights’ end of June research – now covering more 7.400 interviews with German online shoppers – indicates that German consumers will reduce their overall purchases in July. But at the same time, German consumers say ...

Thumbnail-Photo: Coronavirus: most Americans now using face masks...
15.05.2020   #brick and mortar retail #coronavirus

Coronavirus: most Americans now using face masks

New nationwide survey from Fast

A new nationwide survey from Fast shows that the vast majority of Americans – 88 percent – are now using face masks, but 19% want to personally receive a COVID-19 vaccine before they feel safe shopping in stores again, while another 29 ...

Thumbnail-Photo: Take a deep breath ...and get back to work!
26.05.2020   #brick and mortar retail #personnel management

Take a deep breath ...and get back to work!

Retail employee break rooms and rest breaks in Germany

Working hard is important, but so is taking proper rest breaks! Whether we spend this time alone or with colleagues, by getting some sunlight and fresh air or by relaxing in designated rooms – we all need to take a break sometimes to relax and ...

Thumbnail-Photo: LED: optical illusion at the airport
16.04.2020   #digital signage #brick and mortar retail

LED: optical illusion at the airport

‘The Fashion Gallery’ concept in Vienna International Airport Shopping Plaza

BrightSign, LLC® announced  that Lagardère Travel Retail has recently opened its new ‘The Fashion Gallery’ concept, an 800m² shop in Vienna International Airport Shopping Plaza Terminal 2 Departure under customs ...

Thumbnail-Photo: Pandemic fuels wine sales at grocery & convenience stores...
18.05.2020   #coronavirus #food retail

Pandemic fuels wine sales at grocery & convenience stores

Latest shopping data shared by Catalina and Koupon

Having closely tracked the impact of COVID-19 on buying behavior in grocery and drug stores since mid-February, shopper intelligence leader Catalina has compared sales data with its partner Koupon, the leading promotion solution provider for small ...

Thumbnail-Photo: A return to core competencies: visual merchandising and customer service...
04.05.2020   #brick and mortar retail #services

A return to core competencies: visual merchandising and customer service

Showrooming with samples in brick-and-mortar retail

Brick-and-mortar stores are facing tremendous pressure: competition, pricing pressure, shifting consumer habits. Is setting up your own online store the answer? Unfortunately, it’s not that simple. ...

Thumbnail-Photo: Retailers say credit insurance plan could increase liquidity during...
15.07.2020   #retail #coronavirus

Retailers say credit insurance plan could increase liquidity during pandemic downturn

Backstop for trade credit insurance

The National Retail Federation welcomed a report released this week calling for a federal backstop for trade credit insurance, saying the proposal could help provide liquidity badly needed by retailers as they recover from the recession brought on ...

Thumbnail-Photo: Smart clothing to drive fitness wearable revenue...
10.06.2020   #trend research #fashion

Smart clothing to drive fitness wearable revenue

New report forcasts a rise of 11 billion Dollar by 2025

A new report from Juniper Research forecasts that annual revenue of integrated fitness clothing will rise from approximately $1 billion in 2020 to $11 billion in 2025. This rapid growth, boosted by higher pricing, will see smart clothing become the ...

Supplier

POS TUNING Udo Voßhenrich GmbH & Co KG
POS TUNING Udo Voßhenrich GmbH & Co KG
Am Zubringer 8
32107 Bad Salzuflen