Alas, 2008 is almost upon us. Which makes me think of this sentence from “Little Gidding” by T.S. Elliott:
For last year’s words belong to last year’s language and next year’s words await another voice.
With that in mind, here are 10 New Year’s resolutions that your company should consider making about its customer experience efforts:
- We shall focus more on our customers and less on ourselves
- We shall get to know more about what our customers really need
- We shall formalize a voice-of-the-customer program
- We shall incorporate personas in our experience design processes
- We shall clearly define our brand in terms of promises to customers
- We shall judge every interaction on how well it fulfills our brand promises
- We shall engage front-line employees in improving customer experiences
- We shall get the executive team to collectively own the customer experience
- We shall establish a multi-year journey towards customer-centric DNA
- We shall give customer experience the attention that it deserves
If you’re on board for some or all of these resolutions, make sure to read about Experience-Based Differentiation (EBD), which can act as a blueprint. And you can use the EBD self-test as a starting point.
The bottom line: Put customer experience on the top of your 2008 agenda!