Recommendations to prepare staff to deal with the transformed customer
Customer Experience (CX) is your customers’ holistic perception of their experience with your business or brand - from your website, to customer engagement and receiving the product/service purchased.
Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.
- Richard Branson-
Knowing that your employees play a critical role in delivering your CX strategies is one thing. Knowing how to prepare and equip them to shift to a customer-centric approach that meets the demands of a transformed customer is something else.
Based on a number of thought-leaders in the field of CX, here are eight combined tips we can recommend to manage and engage with the transformed customer:
- Create a CX vision aligned to the organisations values and brand promise
- Establish a service orientated company culture
- Treat employees well – they in turn will treat clients well
- Make the right hires - not all of us our customer centric naturally
- Ensure that training is implemented to support and develop the required skills and attitudes
- Use technology to optimise operations
- Place high value on customer feedback
- Encourage employees to take ownership
In order to keep up with radical changes within the retail industry, it is essential to ensure that your business is customer-centric.
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