Build Customer Experience as the X Factor
FountainBlue's April 11 When She Speaks program was on the topic of 'Build Customer Experience as the X Factor'. Please join me in thanking our esteemed panelists.
We were fortunate to have such an engaging, inspiring and experienced panel for this afternoon's call. They had a wide range of backgrounds, but had much in common:
They are bold continuous learners who are as strategic in their planning as they are consistent with their ability to deliver results.
They are other-centric and supportive listeners who put people first, while delivering on business objectives.
They are exceptional organizational representatives who articulate well why and how their companies are excelling at putting customers and employees first.
Below is a compilation of their advice on how to build customer experience as the X Factor.
Build Trust-Based Relationships
Relationships based on trust are foundational to any customer experience.
Focus on the Overarching Strategy, while delivering on the requirements.
Set clear expectations aligned to the customer's objectives and deliver on key metrics.
Communicate clear guardrails which are aligned to the desired outcomes, realistic on expectations, and add value to stakeholders.
Ask the WHY behind a customer request, for their request may not be the best option for addressing that WHY.
The problem, as defined by the customer, is more important than the technology, as it might apply to that customer.
Choose to Innovate.
Consider the difference between incremental, orthogonal and transformational innovation. Focus on delivering transformational innovations, collaborating with customer requirements.
Ensure that you have the required people, process and technology capabilities to deliver on customer innovation requirements.
Be bold, erring on the side of action, moving courageously to solve problems.
Fail fast and respond agilely when problems arise.
Enable, empower, engage and include your team, so that they are better able to deliver to the needs of the customer.
Be clear on roles, responsibilities and deliverables and be proactive about communicating them and shifting them when necessary.
Get to know your team and the individuals on the team, considering everyone's needs, wants, expectations, stereotypes, etc.,
Interact with radical candor - being both direct, transparent and kind, in order to raise the bar and bring out the best.
We ended by talking about how the customer wants you to 1) know them, 2) offer them choices, 3) value them, 4) trust them, and even 5) anticipate their needs.
*That* is one high bar, but imagine how much better we can perform as individuals, teams and organizations if we strive in that direction.