5 Simple ways to enhance Customer Experience in your Role?

“Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer’s journey. It results in their view of your brand and impacts factors related to your bottom line including revenue.” - Hubspot

What's the kind of experience you would like the various stakeholders in your role to have about you? What do you want out of your role? How might we create an approach where the stakeholders are committed to you?

Sharing with you 5 approaches you could adopt to ensure a great expereince for your stake holders

• Your Conversation Approach - Your conversation does matter. Most of the transactions are at the environmental or the behavioural level with a great focus on where, what and why. You could look at HOW aspect. For example "How will the idea you suggested help?" "How might we take the performance to the next level?". "How would you look at your journey so far?". "How has been your experience ?". The important outcome will be that that person will actually be thnking and answering. He will be accessing his sub-conscious to answer. There are every chances he will own it up
• Close the loop - You gain when you honour your comittments. You channel partner has reached out to you on his business comittments for the month. He expects something from you and you are committing to it. You need to close the loop by honouring it. The reliability aspect increase thereby helping you in the journey. As you begin to close the loop, identify the challenges and what it takes to overcome them. These learning loops will alway encourage you to explore more and always be creative in approach.
• Map the customer Journey - What happens when you begin to map the customer journey or the stakeholder journey as the person experienices the process. For example, the re-imbursement process for any distributor for the marketing expenses. As you map the journey, you will understand the various touch points of the distributor, the expectations from each touchpoint and the pain areas. You will be able to identify the non value added areas to let go and what could be done. This will help you enhance the distributor experience

• Ear on the listening posts - What could be the listening posts of your users or customers in your role. They could be the call centres or the vendors or the consumers of your output of your role or the stakeholders in organistion where your work impacts them. One of the best examples is Zomato. Most of their media promotions are designed based on how they have listend to the customers calling their call centre. Even look at Blinkit. The deliveries are happening within 15 minutes. Sometime, consumers needs stuff for their consumption almost ASAP. At lot of listening would have happened at their call centres or any customer contact centres.
• Build on your Interaction excellence - How are you engaging with the users at various websites? Be it through one to one conversation or through online conversation or through on site meeting or through discussion forums. For example when a aggreved customer is calling the Airtel call centre on their plans or recharge challenges, interact in an empathetic way that will lead to building awareness as to understand what is rally going on and what could be done. Vodafone has plans to offer their users Disney Hotstar channel on the mobile phones of they recharge at a particular level. The more the customers are engaging with the organisation, the more meaningful offers are being offered. The quality of interactions is greatly enhanced

There will be some people you will be interacting in the outside world as you go on in your role, besides the people people in the workspace. The challeges is to ensure every stakeholder in your role is postively expereinceing you. These simple ideas can give you the fillip.

It's the outcome of what you do matters more that what you do

80% of compaies say getting closer to customers and providing them with a differentiated experience is top objective. Their average rating of the customer experience they provide, however, is just 3.6 on a scale of 1 to 5 - Bloomberg Businessweek Research Services Survey

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