7 Keys To Customer Experience In 2010

In the December issue of CRM Magazine which focuses on customer experience, I wrote an article called “7 Keys To Customer Experience” that provides advice for companies as they look ahead to 2010. Here’s how the article starts:

Despite the economic difficulties in 2009, we’ve seen a significant up-tick in real customer experience efforts. What do I mean by real? Efforts which address systemic issues like poorly designed interactions, broken processes, outdated business rules, insufficient customer insight, and cultures that are far from customer-centric.

After the introduction, I outline these 7 areas of focus for next year:

  1. Drop the executive commitment facade
  2. Acknowledge that you don’t know your customers
  3. Keep from getting too distracted by social media
  4. Stop squeezing the life out of customer service.
  5. Restore the purpose in your brand
  6. Don’t expect employees to get on board
  7. Translate customer experience into business terms

I’ll provide more details for all of these items in a later post. For now, you can read the CRM Magazine article if you want to see more.

The bottom line: 2010 will be a busy year for customer experience

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

9 thoughts on “7 Keys To Customer Experience In 2010”

  1. I agree with #7 the most. It is so much better to integrate customer experience feedback into existing decision making and prioritization processes when it is framed in business terms. Then customer experience isn’t a fad, it’s a way of doing business.

  2. Thanks for leaving comments!

    Jonty: I absolutely agree, quality metrics are critical. Actually, as part of item #4, I recommend that companies “Measure customer service organizations based on how effectively they help customers instead of efficiency metrics like average handle times.”

    Tabitha: You described it nicely. If customer experience isn’t viewed as a key driver for business success, then it will fade away as a focus when something else pops up.

    tweetiesblog: Thanks for the shout out!

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