If you're a fan of Service Talk from Leadent then you will have seen the range of customer experience blogs we have available for free on our site. But did you know that our sister company Leadent Digital also has an excellent range of blogs on all things digital and customer experience?
Here's a short round up of some of our favourite recent content from across the two sites to help you continue to transform your customer experience.
Transform your customer experience
A great read with a range of practical tips on how to transform your customer experience alongside some of the things you need to consider when setting up a customer experience transformation programme.
Includes:
- What does a customer experience programme include?
- Ownership
- Resources
- A clearly defined scope
- Ensuring a consistent approach
- Delivering customer experience transformation
Making customer experience stick
It's all too easy to pay lip service in a customer experience workshop without making any sustained changes in your business.
We've also seen a number of companies who have run customer experience improvement initiatives and then stopped because they've 'done it'. In truth delivering the customer experience programme only helps to give you the route map to better CX.
Crafting a great enduring customer experience requires significant collaboration across different parts of your company. It can require a shift in your strategy to deliver products, services and processes that are based on meeting customer needs; or it can require a culture shift so that employees reflect customer-centric values, and are motivated to deepen customer relationships.
Get some tips on how to deliver enduring customer experience impact.
What do you have in common with Lego?
So, the title - what do you have in common with Lego? Well many things but probably a desire to better improve the experience of your customers.
We remember an old post from the blog Experience Matters which shared a picture of Lego's customer journey mapping method - applied example below. They call it the 'experience wheel' and it is designed to give a single image overview of the customer experience (assuming for one persona).
In this blog we take a look and give you five more quick tips to improve your customer experience journey mapping approach.
The true cost of customer experience in utilities
Nothing is truer than the phrase the ‘customer is king’ so what is the true cost of poor customer experience in utilities and service sector companies?
Many mature organisations have invested in better technology and optimised processes, but surprisingly this has always been based on trying to reduce OPEX than providing or improving service.
A 5% increase in customer retention impacts profits by between 25% and 95%.
Once utility companies begins to realise that the customer is king, they’ll soon see an increase customer loyalty and drive business profitability at the same time.
Unlocking better customer experience
Customer experience is about how I make the experience my clients have with dealing with my business as positive as it can be; a very ‘you-centric’ view. It’s about helping customers to self-serve, to be able to interact with my business on their own terms and in their own way.
If, as a customer, I’ve bought a service contract from a company for the maintenance and repair of my washing machine, a differentiator is the ability to be able to book my service online or via an app on my phone, manage my appointment, receive real-time SMS or app updates on when my engineer’s going to arrive and get reminders of when my appointment will take place.
In our experience, getting this customer experience right is one of the most important things you can focus on as a field service business.
Find out how to unlock better customer experience.
CEOs are failing the customer
Too often CEOs are valuing product over service. Yes, good quality products sell once, but good quality service will sell continuously. It's time to stop failing your customers.
It doesn’t matter what industry you are in, customers are becoming more demanding and products less differentiated.
The boundary between efficient customer service and the best products is blurred. If you talk to people about what car to buy the topic is often more focused on aftercare service than the actual car.
In this blog Alastair Clifford-Jones considers the role of the CEO in customer experience.
