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 Efforts which address systemic issues like poorly designed interactions, broken processes, outdated business rules, insufficient customer insight, and cultures that are far from customer-centric.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 am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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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