Developing a customer-first culture can be the difference between a highly successful customer experience initiative, or one that falls flat. Building a customer centric culture revolves around creating positive experiences for your customers through services, products, and more. According to a report by CX Network, up to 29 percent of customer experience solution providers rated building a customer-first culture as one of the biggest challenges being faced by CX professionals. This is rings even more true in the current global business environment, where the spotlight has shifted heavily towards employee retention and recruitment.
While yes, we are currently in the midst of a rather tough recruitment period, organizations should not neglect the cultivation of a customer-centric culture. Now, more than ever, customer feedback is crucial. Efforts should be made to capture feedback across the entirety of the customer journey. By effectively employing customer journey mapping, businesses can ensure than each and every stage of the customer journey can be personalized to their wants and needs.
Businesses might also want to consider investing in a unified and scalable data and communications solution. The digitalization of the business did not stop with the pandemic; it was accelerated. As such, it is now more important than ever to ensure that professionals can have access to all customer data in one convenient place, avoiding data silos and making all insights accessible. Streamlining this process can make it easier and more efficient for businesses to develop superior customer journeys.
It is also important to not let the introduction of a customer-centric culture be pushed down the priorities list. It is especially easy for leaders to get distracted with other business priorities in this fast-moving and disruptive climate. With the world currently suffering the effects of a new Covid-19 variant and the ‘Great Resignation’, it is understandable that the customer experience may not be at the forefront of business leaders’ minds. However, organizations need to ensure that CX is at least sharing the spotlight with these other priorities. Mitigate these distractions by bringing real, quantifiable data that reinforces the viability of implementing a customer-centric culture.
One thing that CX professionals should avoid is bombarding stakeholders with too much data. While yes, in this digital and always-online world, data is crucial to success and proving a return on investment from CX initiatives, burying leaders under a barrage of unending statistics can only serve to annoy or overwhelm them. Select only a few relevant but powerful quotes and data to really drive home the effectiveness of the CX strategy.
