V - Thou shalt be customer-centric front to end
Optimizing your cx means not only understanding customers’ needs, but also acting on them. And to do that, you need to think customer-centric. Easier said than done, right? Thinking customer-centric means putting the customer first, front-to-end. The good news: there’s a blueprint for that.
IV - Thou shalt identify thy audience
Where did you last experience exceptional customer service? If your local bakery, grocer or trusted hairdresser come to mind, that’s no coincidence. It’s because they know you and act accordingly. The better you know your client, the better the experience you can offer them.
III - Thou shalt treasure thy data
Move over gold, myrrh and incense. The true treasure these days is data, so you should treat it as such. People are becoming increasingly aware of how much personal data they leave behind, and it’s a reason to be cautious.
II - Thou shalt treat thy employees as ambassadors
What if Jesus viewed his disciples as mere servants? He might have gone down in history as just another ungrateful boss, and the good word would probably have never spread. Think about your own employees not just as hired hands, but as true ambassadors.
I - Thou shalt focus on the journey, not the interaction
Every customer interaction counts. But you should never lose sight of the overall journey. Focus on the customer journey not just the pre-sales and sales phases.
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