Ten Commandments of CX
VIII - Thou shalt keep humans in the loop
Once you’re delivering data-driven CX, automation is a logical next step to scale up. However, algorithms are not perfect, and should always be supervised by humans. Here’s why.
VII - Thou shalt never stop optimizing
A perfect customer experience today is no guarantee for tomorrow. Lives and even whole economies change, forcing you to adapt, improvise and overcome. Or at least continuously optimize and improve customer experiences.
VI - Deliver on thy brand promise
Whether you’re aware of it or not, your company has a brand image. Customers expect certain things from your brand, based directly on your own branding or on external factors. This brand promise has an impact on your customer experience. So, if you want happy clients, deliver on your brand promise.
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.
