Organizational commitment is directly related to delivering a great customer experience.
Ensuring a great customer experience requires more than just a commitment from the organization and general management; the entire organization must be committed to achieving that goal.
In order to improve customer experience programs, there are some key actions related to organizational commitment that should always be kept in mind in any company:
Customer experience is more than just tracking experience KPI’s.
We cannot forget such important issues as the so-called close the loop or dissatisfaction closure, a process by which organizations listen and respond to customers in their interactions. We must not only collect the responses, but learn from them and act accordingly.
This can be seen more clearly by following the customer experience blog post
. Analyzing the impact of the evolution of the field of artificial intelligence and data will allow us to go a step further and get ahead, both in online and offline relationships.
In this way we can, thanks to a good customer journey, have data of such high quality that we can anticipate what the customer wants and get the commitment of the organization.
It is very important that you capture all the information obtained in a customer journey map so that you can later make decisions. We show you an outline to follow below:
Communicate to foster organizational commitment. Communicate all metrics throughout the organization.
Those programs with less customer impact focus onlyon tracking metrics and sharing these insights onlywith the management team. Companies with great customer experiences, on the other hand, do more than just keep score and share all the information with the entire workforce to foster organizational engagement.
Empower employees to make a difference from the first customer contact.
Great customer experiences happen when employees are empoweredto make a difference from the point of customer contact.
Involvement of the entire organization. Reinforce the organization’s commitment.
The organization should create a first objective focused on improving customer experience metrics, such as Net Promoter Score (NPS) and customer satisfaction scores (CSAT). Several studies have corroborated that an increase in the score of these metrics undoubtedly leads to an increase in the company’s results.
In this line, it is key, as expert Jeanne Bliss
points out in her post
, to consider customers as an asset
, measuring the impact of the end-to-end experience of your organization.
Close the dissatisfaction loop.
As mentioned above, make sure that your company’s team closes the loop. They can’t just do data for data’s sake; close the loop is undoubtedly the most important part of a customer experience program.
Incorporate a simple, inexpensive and easy-to-use platform.
is an experience platform that offers you a three-month free trial
. With it you will be able to incorporate all customer experience analysis data into a single operating environment, and thus be able to have all the information related to the same to be able to exploit it.
Give importance to customer reviews.
Collecting positive testimonials in such a digital world is undoubtedly a key element to achieve greater viralityin our marketing.
Those companies that allow all employees access to customer experience feedback, according to a Medallia study, are 3.5 times more likely to say that their employees use CX data to support their daily decision making.
After all the positive impacts of having the entire organization involved in customer experience, how should we start the process?
First, make sure you understand the specific needs and objectives of each of the departments you want to join efforts with; as well as the potential of each department to influence customer experience.
With these guidelines, prioritize which teams or departments to start with – it’s certainly exciting and impactful work for your organization.